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.