Tier II Service Desk Specialist
Position Summary
This is an ONSITE position located in Washington, D.C.
NCC is seeking a Tier II Service Desk Specialist to join our team. This role provides advanced technical support for end users by diagnosing and resolving complex hardware, software, network, and telecommunications issues. This role serves as a technical escalation point for Tier I support, ensuring timely issue resolution, knowledge sharing, and exceptional customer service while maintaining accurate documentation and supporting continuous service improvement.
Key Areas of Responsibility
- Perform advanced troubleshooting, diagnostics, and root cause analysis using system logs, configuration data, and established troubleshooting methodologies.
- Serve as the primary escalation point for complex technical issues involving computer hardware, software, network, and telecommunications systems.
- Provide technical guidance, mentoring, and knowledge transfer to Tier I Service Desk Specialists to improve first-call resolution and overall team performance.
- Diagnose, isolate, and resolve end-user issues utilizing historical ticket data, knowledge bases, and documented procedures.
- Escalate incidents to product line specialists or other technical teams when appropriate and coordinate issue resolution through completion.
- Maintain accurate service tickets, technical documentation, and tracking databases in accordance with established procedures.
- Identify recurring issues, trends, and systemic problems, and communicate findings and recommendations to management.
- Contribute to the development and maintenance of knowledge base articles, standard operating procedures, and technical documentation.
- Perform other duties as assigned.
Minimum Requirements
- Obtain and maintain a Public Trust clearance (must be able to pass a criminal background & credit check).
- Bachelor’s degree Computer Science, Information Systems, Engineering, Business or other related field.
- Minimum of three (3) years of experience providing Tier II or advanced technical support to end users via telephone, remote support, and/or in-person.
- Must maintain at least one applicable industry certification (or equivalent), such as CompTIA, ITIL, MCSA, MCP, MCSE, or HDI Desktop Support Technician.
- Demonstrated experience using IT service management (ITSM) and ticketing systems to document, track, and resolve incidents.
- Strong understanding of business analysis fundamentals and structured problem-solving techniques.
- Proven ability to analyze technical issues, recommend practical solutions, and effectively communicate guidance to end users and technical staff.
- Strong written and verbal communication, customer service, and organizational skills.
Compensation:
$65,000-$70,000
The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.
NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.
NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a reasonable accommodation, please email us at [email protected]. Please reference the position in your email.
NCC is an Equal Opportunity/Affirmative Action Employer (Minority/Female/Veteran/Disabled).
Equal employment opportunity, including veterans and individuals with disabilities.
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