Help Desk Specialist II – Tier 2 Advanced Support

🔥 39 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $22 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

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Titan Technologies

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

🏛️ Government

🏢 Enterprise

🤖 Artificial Intelligence

Government • Enterprise • Artificial Intelligence

Titan Technologies is a government-focused IT services and solutions company that provides managed IT services, AI/ML analytics and data management, systems integration and engineering, and contact center solutions. The firm supports federal and state customers—including defense and intelligence agencies—through government contract vehicles and strategic partnerships, delivering modernization (e. g. , ServiceNow), disaster recovery support, and enterprise IT operations. Titan emphasizes customer success, collaborative relationships, and tailored solutions to modernize legacy systems and implement AI-enabled capabilities.

📋 Description

• Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call. • Perform advanced (second level) remote troubleshooting for mobile device issues, email and Microsoft Outlook accounts, PIV card access, remote VPN access, and remote access using DHS Workplace. • Resolve >=90% of tickets assigned to Tier II (AQL target). • Process >=90% of tickets within 4 hours. • Answer >=80% of transferred calls/chats within 60 seconds. • Perform remote installation and troubleshooting of workstations and peripherals.

🎯 Requirements

• Minimum 2 years of IT help desk or technical support experience with Tier II-level troubleshooting. • Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM). • Experience with VPN technologies, remote access tools, and PIV/smart card authentication. • Ability to work rotating shifts including nights, weekends, and holidays. • Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).