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Tier 2 / 3 Help Desk Specialist

Cordia Resources by Cherry Bekaert
Fort Washington, PA Full Time
POSTED ON 3/11/2025
AVAILABLE BEFORE 6/11/2025

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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    Salary : $36

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