Help Desk Support/Technical Support - Remote
SES Corporation
Bachelor's degree in IT, Computer Science, or related discipline
The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs.
The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users.
Incident Support
Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting
Manage endpoint compliance and patching via Intune and SCCM; Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles
Provides laptop/desktop/phone support and provisioning.
Access Control
Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
Service Requests and Support
Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
Quality and Performance
Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register
Analyze recurring incidents to identify root causes and recommend process or technology improvements
Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities
Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira)
Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications
Ability to obtain public trust security clearance
Experience with Microsoft Intune and/or SCCM/MECM
Experience using ServiceNow or alternative IT Service Management / Ticketing system
Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint)
HDI Desktop Support Technician
ITIL v4 Foundations
Microsoft Certified: ServiceNow System Administrator
Customer Focus: Works closely with cross-functional teams and mentors junior support staff
Responds effectively to changing technologies and evolving support environments
Accurately documents troubleshooting steps and resolutions in ticketing systems
Initiative: Proactively identifies opportunities to improve systems, processes, and user experiences
Medical
Dental
Company paid Life Insurance
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