Help Desk Technician - Tier II

SPN Solutions Inc. Bethesda , MD 20810

Posted 3 weeks ago

SPN Solutions is seeking to hire a senior level, skilled Help Desk Technician Tier 2 isto support ongoing critical requirements with one of our Defense customers in Bethesda, MD. The Help Desk Technician will be responsible for demonstrating ability to independently troubleshoot and resolve escalated technical issues and helpdesk tickets. The Help Desk Technician will function as part of a team, inclusive of customers, and must demonstrate sufficient written and communication skills to ensure success.

Primary Job Duties:

  • Demonstrated ability to independently troubleshoot and resolve escalated technical issues and helpdesk tickets.
  • Demonstrated ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet; mobility devices; telecommunications devices.
  • Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
  • Work with other technical teams to resolve large scale issues.
  • Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
  • Test new hardware and software systems and packages prior to deployment.
  • Assist with managing the helpdesk ticket queue daily, creating, routing, and remedying tickets.
  • Areas of support include applications and program; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet diagnostics and troubleshooting; mobility device assignment, setup, diagnostics, and troubleshooting.
  • Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
  • Participate in special projects and unique requests, such as annual lifecycle refresh and organization-wide device upgrades, which involve communicating with customer administration and performing hardware assessments. Manage, control, and log accountable property in the IT warehouse space and work closely with Logistics and Property Management to ensure accountable equipment is entered and documented as appropriate.
  • Must be able to lift up to 50 lbs. /23 Kg.
  • Strong customer service and interpersonal skills.
  • Ability to work independently with minimal supervision and manage multiple tasks simultaneously.


  • Strong customer service and interpersonal skills.
  • Ability to work independently with minimal supervision and manage multiple tasks simultaneously.


  • Minimum Two (2+) years hands on relevant experience.
  • Experience with Windows based hardware, Operating system, and printers.
  • Experience with Mobility hardware, operating system, and service providers.
  • Comp TIA Security+ or A+ preferred.
  • Must meet DOD 8570 requirements.
  • Strong planning, organizational, and leadership skills.
  • Strong verbal and written communication skills.
  • Strong interpersonal skills, including the ability to make effective presentations and communicate technical concepts to non-technical clients.
  • Extensive knowledge of project management processes, systems development methods, organizational change management concepts, and business process improvement methods.
  • In-depth knowledge of project planning techniques and automated project planning tools.
  • Ability to work in a team environment.
  • Excellent problem-solving and critical-thinking skills.
  • Experience with project cost management and resource capacity planning.
  • Experience with Business Process development and Change Management.


At SPN, we have a corporate culture which fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers. We demonstrate these core principles daily through our corporate Values and culture.

  • Comprehensive Health, Dental, and Vision plans available for you and your family
  • Premier 401k retirement plan with corporate matching
  • Generous vacation and sick leave plan
  • Parental leave plan
  • Company paid Life and AD&D Insurance
  • Tuition reimbursement for continuing education
  • Free gourmet coffee, tea, fresh fruits and healthy snacking alternatives

SPN Solutions Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity, age, marital status, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes. SPN Solutions Inc. will treat all employees equally with respect to compensation; opportunities for advancement, including upgrading, promotion and transfer, and all other terms and conditions of employment.

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Help Desk Technician - Tier II

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