Help Desk Specialist (Tier 2)

Kaizen Approach is currently seeking an Help Desk Specialist (Tier 2) to provide technical support and problem resolution for users in a secure, mission-focused environment. In this role, you will diagnose and resolve escalated user access, hardware, software, application, and network issues that require additional troubleshooting beyond Tier 1 support. You will provide technical support for critical learning and training platforms, maintain technical documentation and standard operating procedures, and collaborate with Tier 3 teams to resolve more complex issues. You will also serve as a technical resource to Tier 1 support personnel while delivering responsive, professional customer service in support of critical mission objectives.

Requirements:

• Must have the ability to diagnose, troubleshoot, and resolve escalated user access, hardware, software, application, and network-related issues.
• Must possess the ability to independently research technical issues, identify appropriate solutions, and escalate complex problems to Tier 3 teams when necessary.
• Must have the ability to provide technical support for learning and training platforms, including ELM, Blackboard, VUport, and Questionmark.
• Must be proficient in supporting Windows operating systems and troubleshooting end-user technical issues in an enterprise environment.
• Must have the ability to accurately document technical issues, troubleshooting steps, actions taken, and resolutions.
• Must be capable of developing, maintaining, and updating technical documentation, Standard Operating Procedures (SOPs), knowledge resources, and training materials.
• Must possess strong analytical, problem-solving, customer service, and written and verbal communication skills, with the ability to serve as a technical resource to Tier 1 support personnel.
• Must have three (3) years of experience providing Tier 2, Help Desk, IT Services, or enterprise-level technical support on programs and contracts of similar scope, type, and complexity.
• Must have a high school diploma or GED. A bachelor’s degree in a technical discipline from an accredited college or university is preferred.
• Active TS/SCI clearance with Full Scope Polygraph is required.

Salary Range: A variety of factors can impact the final salary offered, including, but not limited to, geographic location, Federal Government contract labor categories and wage rates, relevant work experience, specialized skills and competencies, education, and certifications.

About Kaizen Approach At Kaizen Approach, we truly care about our team, offering flexibility for a balanced life, competitive compensation, and a robust benefits package that supports you and your family. We prioritize well-being with premium healthcare, financial and family support, retirement planning, and ongoing learning. With 4 weeks of PTO, 11 holidays, gifted 401k, profit sharing, and paid training, we are committed to your growth and happiness — both at work and beyond.

Kaizen Approach is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color,