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POSITION OVERVIEW
The Technical Support Specialist (Tier 2) is skillful in many areas of information technology without any specific specialty. The Technical Support Specialist (Tier 2) provides a high-level expertise for end-user technical support on computer, mobile device, application, printer and peripheral systems via in-person, virtual, telephone, email or through remote access. Performs a variety of project related tasks as an IT project team resource. Maintains documentation using our electronic help desk, project management and knowledge base systems.

This position provides a secondary level of support to end users by handling service requests that have been escalated based on the need for additional technical expertise and/or specialized knowledge. The Technical Support Specialist (Tier 2) position like the Tier 1 position, provides technical assistance to all users. Performs a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and applications meet company and user requirements. Troubleshoots computer, application, printer and peripheral problems and resolves via telephone, virtual, in-person, e-mail or through remote access. Documents and tracks each issue in electronic help desk ticketing system. Coordinates with vendors on warranty related defective products. Conducts regular computer orientation training for internal office users.

ESSENTIAL FUNCTIONS:

 

• Models and promotes both internally and externally the mission, philosophy and values.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Acquires, maintains and demonstrates current knowledge and competency.
• Performs workstation and mobile device administration and management. 
• Performs user account management including password change, requests for domain access and various user applications.
• Provides daily internal applications, workstation, printer and peripheral help desk support in person, via telephone, help desk ticketing system, remote access and remote site visits.
• Demonstrates an active effort to foster and promote a team-oriented, collaborative environment.
• Organizes ideas and communicates information in a style appropriate to the audience and situation.
• Deploys workstations, endpoint software applications and OS and application updates using endpoint management and imaging applications.
• Maintains Technology inventory and software licensing and works with management to ensure effective procurement and disposal.
• Installs and performs minor repairs to desktops, laptops, printers and other peripherals as needed.
• Answers user inquiries regarding computer software or hardware operations to resolve problems.
• Develops knowledge base articles related to common usage of hardware and software in our environment for internal users.
• Confers with staff and management to recommend new system improvements, requirements or modifications as needed.
• Refers and coordinates warranty related hardware and software problems or defective products to vendors.
• Assists with application configuration/scripting, reports development, security and network projects and activities on an as needed/available basis.
• Performs other duties as assigned by Manager

EDUCATION and/or EXPERIENCE:

• Requires an Associate's degree or equivalent experience
• 3-4 years customer software and/or hardware technical support or help desk experience preferred. Proficient with Microsoft Windows 11 operating systems, MS Office, and O365 suite of applications. Understanding of basic networking infrastructure.
• Basic knowledge of Microsoft Active Directory, MS Azure, VMware virtualization and Microsoft Exchange.
• Ideally1-3 years' experience with programming languages such as HTML and JavaScript.

Job Description

Position Summary

• Appreciate the basics of multiple technologies and services from different technologies and service providers.
• Demonstrate keyboard skills and a good understanding of PC software and operating systems e.g., MS Windows, MS Office, Mainframe, SQL, Linux, Eclipse, AirWatch
• Apply classroom knowledge to working environment in order to provide basic & 1st level support to customers.
• Ability to use Android devices, Samsung, iPhones, iPads, MacBook’s
• Work independently and as a team member within established policies and procedures.
• Explain technical issues to nontechnical personnel.
• Work within standard documented procedures.
• Meet commitments.
• Install, configure, and maintain desktops, laptops, monitors, printers, docking stations, and other IT equipment.
• Create, modify, disable, and troubleshoot user accounts and access permissions in Active Directory and other systems.
• Assist users with password resets, account lockouts, MFA, and authentication issues.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Provide basic support for mobile devices, printers, scanners, conference-room equipment, and other peripherals.
• Troubleshoot basic network connectivity, Wi-Fi, VPN and IP configuration issues.
• Maintain and contribute to technical documentation, knowledge-base articles, and troubleshooting procedures.
• Assist with device imaging, configuration, deployment, and replacement
• Provide support for remote and on-site employees as needed.
• Respond promptly to customer needs.
• Solicit customer feedback to help improve services.
• Manages difficult or emotional customer situations.
• Demonstrate good communication, problem solving, and application support skills.

Essential Functions

Customer Relations:

• Receive incident and information request calls from the customers for IT services, and service that call either by resolving on point of contact or passing the call to the most appropriate person for resolution.
• Monitor the progress of the call from inception to resolution.
• Keep customers informed of the progress of their queries.
• Escalate calls to the Service Desk Manager using predefined procedures where the resolution.

Technical:

• Prioritise and escalate calls based on knowledge of the business impact of the reported problems.
• Resolve as many calls as possible at tier 1.
• Assess and provide a clear definition of problems to pass to tier 2 & tier 3.
• Keep abreast of new development in technology within the Division of Technology so that the customers can be assisted with problems resolution at point of contact.
• Carry out first line incident resolution for any IT related problems that falls outside agreed targets.

 

Oxford Solutions has an opening with our client for a Technical Support Specialist. Must be able to work onsite in Wexford, PA area of Pittsburgh.

CONTRACT TO HIRE

Pay Rate:  Starting at 22/hr

OVERVIEW OF TECHNICAL SUPPORT ROLE

• Provides technical assistance to internal users.
• Performs software installation, end-user support and training tasks to ensure workstations meet company and user requirements.
• Troubleshoots computer, printer and peripheral issues and resolves via telephone, in-person, e-mail or through remote access.
• Documents and tracks issues in help desk ticketing system.
• Conducts computer training for internal users on a regular basis

REQUIREMENTS AND BACKGROUND

• Associate Degree or equivalent experience
• 3 to 4+ years software and/or hardware technical support or help desk experience
• Proficient with Microsoft Windows 11 operating systems, MS Office, and O365 suite of applications
• Understanding of basic networking infrastructure.
• Basic knowledge of Microsoft Active Directory, VMware virtualization and Microsoft Exchange.
• HTML and JavaScript knowledge a plus
• Excellent oral and written communication skills
• Critical thinking and problem solving skills
• Ability to prioritize effectively and manage shifting priorities
• Must have reliable transportation for periodic regional travel.
   

Technical Support Specialist - Tier 2 - (phone number removed)

POSITION OVERVIEW
The Technical Support Specialist (Tier 2) is skillful in many areas of information technology without any specific specialty. The Technical Support Specialist (Tier 2) provides a high-level expertise for end-user technical support on computer, mobile device, application, printer and peripheral systems via in-person, virtual, telephone, email or through remote access. Performs a variety of project related tasks as an IT project team resource. Maintains documentation using our electronic help desk, project management and knowledge base systems.

This position provides a secondary level of support to end users by handling service requests that have been escalated based on the need for additional technical expertise and/or specialized knowledge. The Technical Support Specialist (Tier 2) position like the Tier 1 position, provides technical assistance to all users. Performs a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and applications meet company and user requirements. Troubleshoots computer, application, printer and peripheral problems and resolves via telephone, virtual, in-person, e-mail or through remote access. Documents and tracks each issue in electronic help desk ticketing system. Coordinates with vendors on warranty related defective products. Conducts regular computer orientation training for internal office users.

ESSENTIAL FUNCTIONS:

 

• Models and promotes both internally and externally the mission, philosophy and values.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Acquires, maintains and demonstrates current knowledge and competency.
• Performs workstation and mobile device administration and management. 
• Performs user account management including password change, requests for domain access and various user applications.
• Provides daily internal applications, workstation, printer and peripheral help desk support in person, via telephone, help desk ticketing system, remote access and remote site visits.
• Demonstrates an active effort to foster and promote a team-oriented, collaborative environment.
• Organizes ideas and communicates information in a style appropriate to the audience and situation.
• Deploys workstations, endpoint software applications and OS and application updates using endpoint management and imaging applications.
• Maintains Technology inventory and software licensing and works with management to ensure effective procurement and disposal.
• Installs and performs minor repairs to desktops, laptops, printers and other peripherals as needed.
• Answers user inquiries regarding computer software or hardware operations to resolve problems.
• Develops knowledge base articles related to common usage of hardware and software in our environment for internal users.
• Confers with staff and management to recommend new system improvements, requirements or modifications as needed.
• Refers and coordinates warranty related hardware and software problems or defective products to vendors.
• Assists with application configuration/scripting, reports development, security and network projects and activities on an as needed/available basis.
• Performs other duties as assigned by Manager

EDUCATION and/or EXPERIENCE:

• Requires an Associate's degree or equivalent experience
• 3-4 years customer software and/or hardware technical support or help desk experience preferred. Proficient with Microsoft Windows 11 operating systems, MS Office, and O365 suite of applications. Understanding of basic networking infrastructure.
• Basic knowledge of Microsoft Active Directory, MS Azure, VMware virtualization and Microsoft Exchange.
• Ideally1-3 years' experience with programming languages such as HTML and JavaScript.

Job Description

The Technical Support Specialist provides desktop, and end-user technology support for DPD and PHDC, with primary responsibility for PHDC. The position troubleshoots hardware, software, application, peripheral, and connectivity issues; supports user access and training; and manages the lifecycle of desktop technology assets, including deployment, inventory, maintenance, replacement, and decommissioning. The role also coordinates vendor-supported repairs, warranties, equipment purchases, and technology projects. Work is performed under the general direction of the Information Technology Manager.

Essential Functions

• Provides day-to-day technical support for DPD and PHDC users, with primary responsibility for

PHDC technology support.

• Responds to and manages incidents and service requests through TeamDynamix service

management system, email, remote support tools, and in-person support.

• Provides desktop and end-user support for laptops, desktops, monitors, docking stations,

printers, scanners, televisions, and other peripheral equipment.

• Diagnoses and resolves hardware, software, operating system, application, peripheral, printing,

and end-user connectivity issues.

• Performs advanced troubleshooting of complex or recurring technical issues and escalates to OIT,

vendors, or other technical teams when necessary.

• Assists users with system access, password issues, Microsoft 365 applications, VPN connectivity,

network resources, and other supported technologies.

• Deploys desktop and peripheral hardware, including the configuration, installation, and testing of

workstations, printers, and software applications to meet user and departmental needs.

• Manages the full desktop lifecycle, including procurement, deployment, maintenance, and

decommissioning of hardware in accordance with City standards; serves as the primary contact

for vendor repair and maintenance contract.

• Maintains accurate IT asset records for hardware and software and coordinates vendor-

supported repairs, warranty services, maintenance, and equipment replacements.

• Supports new-hire onboarding, employee transfers, offboarding, workstation moves, office

relocations, and the recovery and reassignment of IT equipment.

• Provides user training and supports audio/visual and conferencing technologies for hybrid and

remote meetings.

• Participates in desktop refreshes, equipment deployments, software rollouts, hardware upgrades,

asset inventory initiatives, and other IT projects in coordination with DPD, PHDC, OIT, and

external vendors.

• Performs other related technical support duties as assigned by the Information Technology

Manager to support departmental operations, IT services, and technology initiatives.

Job Description

The Technical Support Specialist works as part of a highly collaborative group that’s responsible for installation, configuration, and management of desktop and laptop computer systems. In addition to providing desktop support, you will participate in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Technical Support Specialist to learn new technologies and provide support for the creation of new processes for the team. The Technical Support Specialist will report to the Water Information Center Manager. This is a great opportunity for someone looking to increase their technical knowledge and abilities while at the same time using that knowledge to positively impact services for Philadelphia residents.

Essential Functions

Customer Relations:

• Provide 1st tier support to customers
• Answer help desk calls and create tickets in incident tracking system documenting support requests
• Resolve assigned support tickets while keeping end user informed of the status of their request
• Provide support to remote facilities using both remote tools and traveling to various facilities
• Respond to end user inquiries by phone\email\chat
• Create clear and detailed documentation
• Explain technical issues to end users

Technical:

• Troubleshoot issues with Windows operating systems, printers, and installed software
• Configure laptops and desktops by installing operating system and updating needed drivers and firmware
• Create and deploy images for laptops and desktops
• Install software
• Determine technical issues to escalate to tier 2 & tier 3 to support customers

 

Saalex Corporation is seeking multiple Technical Support Specialist in Tidewater, VA and San Diego, CA. Saalex Corp., is an Engineering and Information Technology Services company with a focus on Test Range Operations and Management, Engineering and Logistics Services, Data Analytics and Business Intelligence Services and Information Technology Services. Founded in 1999 by Travis Mack, Saalex Solutions is a Service Disabled Veteran-Owned and Operated business with prime and subcontract expertise serving the Navy, Army, Air Force, NASA, corporate clients, and local governments. Saalex offers competitive compensation, career development, flexible work schedules and excellent benefits.

Position Type: Contingent on Contract Award.

Salary: $45k-$85k (depending on experience)

The Technical Support Specialist supports the Navy by providing Tier 1–3 technical support for end users, systems, and applications across global Live Virtual Constructive (LVC) environments. This role focuses on troubleshooting, user support, system maintenance, and ensuring reliable operation of IT services in compliance with DoD requirements. 

Essential Functions:

• Provide Tier 1–3 technical support for hardware, software, and network-related issues. 
• Troubleshoot and resolve user incidents, service requests, and system issues in accordance with SLAs. 
• Install, configure, and maintain workstations, laptops, peripherals, and standard software applications. 
• Support user account management including provisioning, access control, and password management. 
• Document incidents, resolutions, and system changes using ticketing systems. 
• Assist with system updates, patching, and routine maintenance activities. 
• Support deployment of new systems, applications, and technology refresh initiatives. 
• Ensure compliance with DoD cybersecurity policies, including basic STIG implementation and secure configurations. 
• Collaborate with system administrators, network teams, and cybersecurity personnel to resolve escalated issues. 
• Other duties as assigned or required.

Requirements

Required:

• 3–5 years of experience in technical support, help desk, or IT support roles. 
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). 
• Experience supporting Windows and/or Linux operating systems and standard office applications. 
• Familiarity with ticketing systems and IT service management processes. 
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP). 
• Relevant certifications (e.g., CompTIA A+, Network+, Security+). 

Desired:

• Experience supporting DoD or Navy IT environments. 
• Familiarity with ITIL-based service management practices. 
• Experience with endpoint management tools and remote support tools. 

Additional Qualifications:

• Strong troubleshooting and customer service skills. 
• Ability to manage multiple tickets and priorities in a fast-paced environment. 
• Effective communication skills with both technical and non-technical users. 

Security Clearance:

• Must be eligible to obtain a Secret, Top Secret, or TS/SCI clearance. Active clearances preferred. Requirements to obtain a clearance include US Citizenship, security investigation, etc.

#CJ

Benefits

• Employer Paid Health Care Plans for Employees & Family
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Stock Option Benefit