Tier 2 – Technical Support Specialist
PROVATOHR INC
- Washington DC
- Permanent
- Full-time
The Tier 2 Technical Support Specialist provides mid-level escalation support for software, hardware, and network issues. This role requires hands-on problem-solving, supporting desktop and mobile operating systems, remote access troubleshooting, and resolving complex end-user issues.Qualifications:Bachelor’s degree in IT, Engineering, or related fieldRequired Certifications:CompTIA Network+ and Security+Microsoft 365 Certified: Enterprise Administrator ExpertITIL Foundation CertificationTechnical Proficiencies:All Tier 1 technical skillsAdvanced OS troubleshooting (Windows, macOS, iOS, Android)Remote connectivity and VPN diagnosticsOnsite hardware and peripheral support (including lifting up to 50 lbs)Software installation, configuration, and user supportExperience:Minimum 5 years advanced OS experience (Windows/macOS/iOS/Android)Minimum 5 years Active Directory administrationMinimum 5 years supporting Microsoft Office 365 applicationsMinimum 3 years supporting VPN and remote access technologiesMinimum 3 years working with remote access software toolsAdditional Requirements:Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical. May be subject to background checks or other security clearances based on client requirements.Powered by JazzHR