Business Management Associates, Inc
HelpDesk Specialist
Business Management Associates, Inc, Bowie, Maryland, United States, 20721
Senior Help Desk & IT Support Specialist (Tier II / Tier III)
Job Summary
The Senior Help Desk & IT Support Specialist provides advanced Tier II and Tier III technical support for enterprise desktop, server, and messaging environments. This role serves as an escalation point for complex incidents, supports Active Directory and Microsoft 365 platforms, and ensures timely resolution of end-user issues in regulated and large-scale organizational settings. With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity.
Key Responsibilities
Provide Tier II and Tier III technical support for end users across enterprise environments
Serve as escalation lead for complex incidents and unresolved help desk tickets
Troubleshoot and resolve hardware, software, OS, and connectivity issues
Support Windows desktops, laptops, mobile devices, and server environments
Administer Active Directory user accounts, groups, permissions, and access controls
Support and maintain Microsoft 365 and Exchange environments
Manage incident, request, and escalation workflows in accordance with SLAs
Provide remote and on-site technical support as required
Create and maintain technical documentation, knowledge base articles, and procedures
Train and mentor junior help desk and IT support staff
Assist with help desk operations and workflow management
Support printers, peripherals, applications, and network connectivity
Required Skills & Technologies
Tier II / Tier III Help Desk & IT Support
Windows Desktop & Windows Server support
Active Directory administration
Microsoft 365 & Exchange
Incident & Escalation Management
Hardware & Software Troubleshooting
Remote Support Tools
Documentation & Knowledge Management
Education
Bachelor's Degree – Information Systems Management
Master's Degree – English Literature & Foreign Languages
Certifications
Microsoft Certified Professional (MCP)
Microsoft Certified Systems Administrator (MCSA)
Microsoft Certified Systems Engineer (MCSE)
VMware Certified Professional (VCP 5.5)
IBM Tivoli Storage Manager – Advanced Administration
Red Hat Linux Administration
Experience Level 20+ years of experience providing enterprise-level IT support in large and regulated environments.
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Key Responsibilities
Provide Tier II and Tier III technical support for end users across enterprise environments
Serve as escalation lead for complex incidents and unresolved help desk tickets
Troubleshoot and resolve hardware, software, OS, and connectivity issues
Support Windows desktops, laptops, mobile devices, and server environments
Administer Active Directory user accounts, groups, permissions, and access controls
Support and maintain Microsoft 365 and Exchange environments
Manage incident, request, and escalation workflows in accordance with SLAs
Provide remote and on-site technical support as required
Create and maintain technical documentation, knowledge base articles, and procedures
Train and mentor junior help desk and IT support staff
Assist with help desk operations and workflow management
Support printers, peripherals, applications, and network connectivity
Required Skills & Technologies
Tier II / Tier III Help Desk & IT Support
Windows Desktop & Windows Server support
Active Directory administration
Microsoft 365 & Exchange
Incident & Escalation Management
Hardware & Software Troubleshooting
Remote Support Tools
Documentation & Knowledge Management
Education
Bachelor's Degree – Information Systems Management
Master's Degree – English Literature & Foreign Languages
Certifications
Microsoft Certified Professional (MCP)
Microsoft Certified Systems Administrator (MCSA)
Microsoft Certified Systems Engineer (MCSE)
VMware Certified Professional (VCP 5.5)
IBM Tivoli Storage Manager – Advanced Administration
Red Hat Linux Administration
Experience Level 20+ years of experience providing enterprise-level IT support in large and regulated environments.
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