Help Desk Technician – Tier 2

Posted 6 days ago by Robert Half
Baltimore, MD
Application ends: December 29, 2022
Apply Now

Job Description


Robert Half has an exciting new opportunity available for a Help Desk Analyst role! If you a talented and passionate individual, you’d be great for this role. We’re looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. The ideal candidate is someone who can balance both technical and soft skills with a drive to deliver exceptional customer service. The opportunity to grow in the role is ever-present. Apply now!


+ Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgment to the end user validating receipt of the ticket

+ Resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket

+ Escalate further to a more specialized support resource, a network resource, or possibly even a programmer or architect

+ Take ownership of trouble tickets, working and tracking issues to a timely resolution

+ Communicate with the Director of Managed Service for escalations or potential resolutions

+ Help with supporting mobile devices such as iOS and Android devices

+ Triage, investigate and communicate with other IT support team members

+ Handle Tier 2 help desk escalations through ticket queue, email or phone, and when needed help with Tier 1 tickets as well


+ High School Diploma

+ 3+ years of relevant experience, or associate degree + 1 year of relevant experience

+ Experience with Windows and Mac operating systems and hardware

+ Knowledge of network basics (TCP/IP, DHCP, and DNS)

Technology Doesn’t Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app ( and get 1-tap apply, instant notifications for AI-matched jobs, and more.

Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit for more information.

© 2022 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use ( .