Job Title: Tier 2/3 Help Desk Specialist

Location: Fort Washington, PA (Hybrid Work Environment)

Employment Type: Contract to Hire

Pay Rate: $36 per hour

Job Description:

We are seeking a knowledgeable and proactive Tier 2/3 Help Desk Specialist to join our IT support team, dedicated to providing top-tier service for our client's team in Fort Washington, PA. This hybrid role offers a balance of remote work and on-site support, providing flexibility and the opportunity for career advancement. As a Tier 2/3 Help Desk Specialist, you will handle more complex technical issues, working to ensure our client's team receives efficient and effective support, thereby maintaining high levels of customer satisfaction.

Key Responsibilities:

• Provide Tier 2 and Tier 3 technical support for our client's team, addressing complex hardware, software, and network-related issues via phone, email, and remote access tools.
• Troubleshoot and resolve escalated help desk tickets, handling advanced technical problems and providing thorough resolutions.
• Collaborate with Tier 1 support and other IT teams to ensure seamless service delivery and efficient escalation processes.
• Document all support interactions and resolutions in the help desk ticketing system, offering detailed reports and insights for our client.
• Assist with advanced system updates, configurations, and deployments for our client's infrastructure.
• Develop and improve help desk processes and create detailed knowledge base articles tailored to our client's needs.
• Stay informed of emerging technologies and industry trends to offer informed support and recommendations to our client's team.
• Participate in on-site support activities, including complex hardware and software installations, network configurations, and user training sessions as required.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum of 3 years of experience in a help desk or technical support role, with experience in Tier 2 and Tier 3 support capacities.
• Strong expertise in Windows and Mac operating systems, Microsoft Office Suite, and common enterprise software applications.
• Extensive experience with network troubleshooting, including Wi-Fi, VPNs, LAN/WAN, and server support.
• Excellent problem-solving skills and the ability to work under pressure, especially with complex technical issues.
• Strong communication skills with a focus on customer service and user satisfaction, particularly in a client-focused environment.
• Ability to work independently and as part of a team in a hybrid work environment.

Preferred Qualifications:

• Advanced certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA).
• Experience with help desk ticketing systems and advanced remote support tools.
• Familiarity with ITIL processes and best practices for managing IT services.

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