Help Desk Technician Tier II (IT Support)

TL;DR

Help Desk Technician Tier II (IT Support): Providing Tier 2 technical support for end-users within a lab and scientific environment with an accent on troubleshooting Windows and Mac systems. Focus on resolving complex IT incidents, documenting knowledge base records, and maintaining service quality standards using ServiceNow.

Location: Onsite in Bethesda, Maryland

Salary: $60,000 - $65,000

Company

hirify.global delivers health and national security readiness solutions for federal programs through science R&D, systems engineering, and digital transformation.

What you will do

• Provide Tier 2 support for the computer user community via phone, in-person, and remote channels.
• Troubleshoot IT incidents and escalate requests according to service level guidance.
• Document all activities and problem resolutions in the NIH central ticket tracking system and Knowledge Base.
• Coordinate communication during major incidents and record investigations in ServiceNow.
• Support Windows, Mac computers, and endpoint peripherals in lab and scientific environments.
• Ensure proper documentation and quality of case handling via quality control workflows.

Requirements

• Bachelor's degree, or Associate degree with 2 years of IT support experience, or HS diploma with 4 years of experience.
• Proficiency in current Windows and Apple Macintosh operating systems.
• Must be able to obtain a Public Trust clearance.
• Must be based in Bethesda, Maryland.

Nice to have

• Strong ServiceNow skills.
• Previous experience providing helpdesk support within NIH.
• Experience managing ticket queues and handling ticket assignments.

Culture & Benefits

• Comprehensive healthcare package including medical, dental, and vision.
• 401(k) Retirement Plan with a matching component.
• Paid Time Off (PTO) and parental leave.
• Access to e-learning suites and professional/technical certification preparation.
• Education assistance at accredited institutions.