Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.Position Summary
The Help Desk Tier 2 Support Specialist provides intermediate-level technical support to EEOC users by diagnosing and resolving hardware, software, operating system, peripheral, and connectivity issues that cannot be resolved through Tier 1 support. This position ensures that incidents and service requests are handled accurately, documented thoroughly, and resolved within established service-level agreements (SLAs).
The Tier 2 Support Specialist will escalate complex or unresolved issues to Tier 3 support while maintaining ownership, communication, and complete ticket documentation throughout the support process.
Key Responsibilities
- Provide intermediate desktop and end-user support for incidents escalated by Tier 1 personnel.
- Diagnose and resolve standard hardware, software, operating system, application, connectivity, and peripheral-related issues.
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, monitors, mobile devices, and other end-user equipment.
- Troubleshoot user access, application performance, device configuration, and workstation-related problems.
- Use remote-support tools and approved troubleshooting procedures to assist users located at EEOC offices or working remotely.
- Document troubleshooting actions, findings, resolutions, and user communications in the designated service-management system.
- Update service tickets within two hours of each activity performed.
- Manage assigned incidents and service requests in accordance with established service thresholds, SLAs, priorities, and escalation procedures.
- Escalate issues requiring advanced technical analysis or specialized system knowledge to Tier 3 support.
- Provide users with timely status updates and communicate expected resolution or escalation timelines.
- Perform follow-up activities to confirm that technical issues have been resolved successfully.
- Identify recurring technical issues and contribute information that supports problem management and root-cause analysis.
- Develop and maintain troubleshooting documentation, standard operating procedures, and knowledge-base articles.
- Collaborate with Tier 1, Tier 3, system administrators, network personnel, and other technical teams to resolve user-impacting issues.
- Maintain a professional and customer-focused approach when supporting EEOC personnel.
- Protect agency information and follow all applicable EEOC security, privacy, and acceptable-use requirements.
Required Qualifications
- Experience providing Tier 2, desktop support, service desk, or end-user technical support in an enterprise environment.
- Working knowledge of desktop and laptop hardware, software applications, operating systems, printers, peripherals, and basic network connectivity.
- Experience using an incident-management or IT service-management ticketing system.
- Ability to diagnose and resolve technical issues beyond Tier 1 support capabilities.
- Demonstrated ability to prioritize and manage multiple incidents while meeting established SLAs and service thresholds.
- Ability to maintain accurate ticket documentation and provide updates within two hours of completed activity.
- Understanding of incident escalation procedures and the ability to determine when an issue requires Tier 3 support.
- Strong analytical, troubleshooting, customer-service, and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to work effectively with technical teams, government personnel, and users with varying levels of technical knowledge.
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