What are the responsibilities and job description for the Help Desk Specialist II- Tier 2 Support position at Lynn Rodens?
Help Desk Specialist II
Task 3: TSD Advanced Support (Tier II)
Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance
Rotating shifts, 24x7x365 coverage required
Bilingual Preferred
Help Desk Specialist II (Tier 2 Advanced Support) – Remote Flexibility | 24/7 Operations
Take your IT support expertise to the next level in a dynamic, mission-driven environment supporting critical technical operations. This Tier 2 role is ideal for experienced support professionals who excel at advanced troubleshooting, problem resolution, and delivering exceptional user support in a fast-paced 24/7/365 setting.
As a Help Desk Specialist II, you’ll provide second-level technical support for escalated incidents and service requests received through ticketing systems and live transfers. You’ll troubleshoot complex technical issues involving Windows environments, Active Directory, Microsoft 365, Outlook, VPN connectivity, remote access tools, authentication methods, and mobile device management platforms.
Responsibilities include diagnosing and resolving hardware, software, remote access, and account-related issues; supporting desktops, laptops, tablets, printers, and peripherals; performing remote software installations; documenting and managing tickets; and escalating issues to specialized teams or vendors when needed.
What You Bring
Task 3: TSD Advanced Support (Tier II)
Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance
Rotating shifts, 24x7x365 coverage required
Bilingual Preferred
Help Desk Specialist II (Tier 2 Advanced Support) – Remote Flexibility | 24/7 Operations
Take your IT support expertise to the next level in a dynamic, mission-driven environment supporting critical technical operations. This Tier 2 role is ideal for experienced support professionals who excel at advanced troubleshooting, problem resolution, and delivering exceptional user support in a fast-paced 24/7/365 setting.
As a Help Desk Specialist II, you’ll provide second-level technical support for escalated incidents and service requests received through ticketing systems and live transfers. You’ll troubleshoot complex technical issues involving Windows environments, Active Directory, Microsoft 365, Outlook, VPN connectivity, remote access tools, authentication methods, and mobile device management platforms.
Responsibilities include diagnosing and resolving hardware, software, remote access, and account-related issues; supporting desktops, laptops, tablets, printers, and peripherals; performing remote software installations; documenting and managing tickets; and escalating issues to specialized teams or vendors when needed.
What You Bring
- High school diploma or equivalent (Associate degree in IT preferred)
- 2 years of IT help desk or technical support experience with Tier 2 troubleshooting responsibilities
- Strong knowledge of Windows, Active Directory, Microsoft Office 365, Outlook, and mobile device management tools
- Experience supporting VPN technologies, remote access environments, and secure authentication methods
- Ability to work rotating shifts, including nights, weekends, and holidays
- U.S. Citizenship and ability to pass a background investigation
- CompTIA A , Network , Security , HDI, ITIL, or similar certifications
- Experience with ServiceNow or enterprise ITSM platforms
- Hands-on knowledge of AirWatch/Workspace ONE, VPN solutions, and remote workforce technologies
- Prior experience supporting federal, government, or highly regulated environments