Enterprise Service Desk Specialist II

Business Technology Integrators (BTI) in Upper Marlboro, Maryland, We are seeking an experienced Enterprise Service Desk Specialist II with over 5 years of experience to provide highly technical Tier 2 support for enterprise systems and cloud platforms, including Microsoft 365 , AWS , and Google platforms . The role involves troubleshooting, managing help desk support requests for IT hardware, software, and applications, and ensuring accurate documentation of issues. The Specialist will also supervise and guide support staff to ensure the highest level of service delivery. Key Responsibilities: Provide Tier 2 technical support for enterprise and cloud systems (e.g., M365 , AWS , Google platforms ). Assist users with troubleshooting IT hardware , software systems , and applications . Accurately record and track support calls and issues using help desk software. Collaborate with the IT team to resolve escalated technical issues in a timely manner. Provide supervision, guidance, and mentorship to Tier 1 support staff to enhance performance and service delivery. Maintain up-to-date knowledge of enterprise systems and cloud solutions to provide expert support. Ensure help desk requests are handled efficiently and with excellent customer service. Qualifications: 5 years of experience as an Enterprise Service Desk Specialist II or similar role. Strong technical expertise with enterprise systems and cloud platforms such as M365 , AWS , and Google . Proficiency in diagnosing and troubleshooting issues related to IT hardware , software systems , and applications . Experience with help desk management software for tracking and resolving support requests. Proven ability to guide and supervise support staff in technical problem-solving. Education: Bachelor’s Degree in Information Technology, Computer Science, or related field preferred but not required. Preferred Certifications: CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate , or similar certifications are a plus.