Help Desk Specialist Tier II

General Careers
Plainview, TX
October 31, 2026
Urgent
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Job Description

  • We can not provide sponsorship or work C2C. W2 only
  • This is a contract position through DWS working for our healthcare client.
  • Must be available to work on-site 5x a week in Plainview, NY + traveling to different sites in the immediate area as needed (car mileage paid).

    • Job Summary:

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    We are seeking a dedicated and knowledgeable Help Desk Technician to provide technical support and assistance to our end-users. This role involves traveling to & from various offices in the Plainview area to troubleshoot hardware and software issues, answering inquiries, and ensuring that IT systems are functioning smoothly. The ideal candidate will be patient, solution-oriented, and able to communicate technical information to non-technical users.

    Key Responsibilities

    • Provide Level 2 technical support for end users by responding to help desk requests via phone, email, chat, or ticketing system.
    • Troubleshoot and resolve hardware, software, operating system, and basic network connectivity issues in a timely manner.
    • Log, track, and document incidents and service requests in a ticketing system (e.g., ServiceNow), ensuring accurate updates and resolution notes.
    • Escalate complex issues to senior technical teams when necessary while maintaining ownership of the ticket through resolution.
    • Install, configure, and support desktops, laptops, mobile devices, printers, and other end-user hardware.
    • Assist with user onboarding and offboarding, including provisioning equipment, setting up user accounts, and configuring system access.
    • Provide remote and in-person "white glove” support to ensure a seamless technology experience for end users.
    • Support common enterprise applications such as Microsoft Office 365 and other business tools.
    • Collaborate with IT team members to identify recurring technical issues and contribute to long-term solutions.
    • Maintain documentation and knowledge base articles for frequently occurring issues.

    Qualifications

    • High school diploma or equivalent required; associate's or bachelor's degree in IT or related field preferred.
    • 2+ years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.
    • Strong troubleshooting skills across Windows environments, hardware devices, and common software applications.
    • Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar ITSM platforms.
    • Excellent customer service and communication skills with the ability to support non-technical users.
    • Experience providing both remote and onsite technical support.
    • Ability to manage multiple support requests in a fast-paced environment.
    • CompTIA A+ certification or equivalent technical certification.

    Preferred Skills

    • Experience with Active Directory, user account management, and permissions.
    • Knowledge of Office 365 / Microsoft 365 administration.
    • Basic understanding of networking concepts (DNS, DHCP, VPN connectivity).
    • Experience supporting mobile devices and endpoint management tools.

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