Help Desk Tier 2 Support

Job Description

Job Description

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.

The Help Desk Tier 2 Support Specialist provides intermediate-level technical support to EEOC users by diagnosing and resolving hardware, software, operating system, peripheral, and connectivity issues that cannot be resolved through Tier 1 support. This position ensures that incidents and service requests are handled accurately, documented thoroughly, and resolved within established service-level agreements (SLAs).

The Tier 2 Support Specialist will escalate complex or unresolved issues to Tier 3 support while maintaining ownership, communication, and complete ticket documentation throughout the support process.

• Provide intermediate desktop and end-user support for incidents escalated by Tier 1 personnel.
• Diagnose and resolve standard hardware, software, operating system, application, connectivity, and peripheral-related issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, monitors, mobile devices, and other end-user equipment.
• Troubleshoot user access, application performance, device configuration, and workstation-related problems.
• Use remote-support tools and approved troubleshooting procedures to assist users located at EEOC offices or working remotely.
• Document troubleshooting actions, findings, resolutions, and user communications in the designated service-management system.
• Update service tickets within two hours of each activity performed.
• Manage assigned incidents and service requests in accordance with established service thresholds, SLAs, priorities, and escalation procedures.
• Escalate issues requiring advanced technical analysis or specialized system knowledge to Tier 3 support.
• Provide users with timely status updates and communicate expected resolution or escalation timelines.
• Perform follow-up activities to confirm that technical issues have been resolved successfully.
• Identify recurring technical issues and contribute information that supports problem management and root-cause analysis.
• Develop and maintain troubleshooting documentation, standard operating procedures, and knowledge-base articles.
• Collaborate with Tier 1, Tier 3, system administrators, network personnel, and other technical teams to resolve user-impacting issues.
• Maintain a professional and customer-focused approach when supporting EEOC personnel.
• Protect agency information and follow all applicable EEOC security, privacy, and acceptable-use requirements.

• Experience providing Tier 2, desktop support, service desk, or end-user technical support in an enterprise environment.
• Working knowledge of desktop and laptop hardware, software applications, operating systems, printers, peripherals, and basic network connectivity.
• Experience using an incident-management or IT service-management ticketing system.
• Ability to diagnose and resolve technical issues beyond Tier 1 support capabilities.
• Demonstrated ability to prioritize and manage multiple incidents while meeting established SLAs and service thresholds.
• Ability to maintain accurate ticket documentation and provide updates within two hours of completed activity.
• Understanding of incident escalation procedures and the ability to determine when an issue requires Tier 3 support.
• Strong analytical, troubleshooting, customer-service, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work effectively with technical teams, government personnel, and users with varying levels of technical knowledge.

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