Mid Level Help Desk Specialist Jobs
Mid level help desk specialist jobs go to professionals ready to own escalations end to end, mentor junior technicians, and resolve complex issues with minimal oversight. Openings are concentrated across Technology & Software, Education, and Staffing & Recruiting, with a mix of on-site, hybrid, and remote positions, and employers like Software Technology, Jobot, and BCS365 hiring at this level now.
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INTRODUCTION
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth.
Here Is What We Offer
- Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
- Work-Life Balance: PTO, paid holidays, flexible work arrangements
- Financial Wellness: Competitive salary, 403(b) with company match
- Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
- Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture
Join Howard University and thrive with us!
BASIC FUNCTION:
We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.
SUPERVISORY ACCOUNTABILITY:
N/A
NATURE AND SCOPE:
Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
PRINCIPAL ACCOUNTABILITIES:
- Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions.
- Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.
- Perform installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
- Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
- Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures.
- Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
- Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.
- Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
- May frequently position self to maintain computers/pull cords under desks and in server closets.
- Train users in technical aspects of systems and business processes.
- Perform other job-related duties as assigned.
CORE COMPETENCIES:
- Ability to work onsite in Washington, DC.
- Ability to provide executive level support to AVPs, VPs, EVPs.
- Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
- Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
- Ability to communicate effectively orally and in writing with a diverse population. Must be detail oriented and organized.
- Ability to exercise discretion and ensure a high-level of confidentiality.
- Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support.
- Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices.
- CompTIA A+ Certification or equivalent is required.
- Experience using ServiceNow ITSM or similar system is required.
- ITIL V4 or V5 Foundations Certification is a plus.
- Additional CompTIA Certs (Network+, Security+, etc.) is a plus.
MINIMUM QUALIFICATIONS
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.
Compliance Salary Range Disclosure
Expected Salary Range: $45,000 - $51,600
INTRODUCTION
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth.
Here Is What We Offer
- Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
- Work-Life Balance: PTO, paid holidays, flexible work arrangements
- Financial Wellness: Competitive salary, 403(b) with company match
- Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
- Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture
Join Howard University and thrive with us!
BASIC FUNCTION:
We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.
SUPERVISORY ACCOUNTABILITY:
N/A
NATURE AND SCOPE:
Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
PRINCIPAL ACCOUNTABILITIES:
- Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions.
- Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.
- Perform installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
- Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
- Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures.
- Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
- Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.
- Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
- May frequently position self to maintain computers/pull cords under desks and in server closets.
- Train users in technical aspects of systems and business processes.
- Perform other job-related duties as assigned.
CORE COMPETENCIES:
- Ability to work onsite in Washington, DC.
- Ability to provide executive level support to AVPs, VPs, EVPs.
- Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
- Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
- Ability to communicate effectively orally and in writing with a diverse population. Must be detail oriented and organized.
- Ability to exercise discretion and ensure a high-level of confidentiality.
- Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support.
- Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices.
- CompTIA A+ Certification or equivalent is required.
- Experience using ServiceNow ITSM or similar system is required.
- ITIL V4 or V5 Foundations Certification is a plus.
- Additional CompTIA Certs (Network+, Security+, etc.) is a plus.
MINIMUM QUALIFICATIONS
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.
Compliance Salary Range Disclosure
Expected Salary Range: $45,000 - $51,600
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Top Industries Hiring
- Technology & Software
- Education
- Staffing & Recruiting
Mid Level Help Desk Specialist Jobs: Frequently Asked Questions
How do I get a mid level help desk specialist job?
Position yourself around ownership, not just task completion. Highlight moments where you resolved escalated issues independently, improved a process, or trained a colleague. Emphasize certifications like CompTIA A+, Network+, or ITIL alongside hands-on experience with ticketing systems and remote support tools. Applications that show measurable impact, such as reduced resolution times or improved first-call resolution rates, stand out at this level.
Which companies hire mid level help desk specialists?
Companies hiring mid level help desk specialists right now include Software Technology, Jobot, and BCS365, based on current listings on Migrate Mate as of November 2026. At this experience level, hiring comes from a wide range of organizations, including large enterprises building out internal IT support teams and managed service providers scaling their helpdesk operations.
Are there remote mid level help desk specialist jobs?
Yes, though availability varies by employer and role scope. About 0% of mid level help desk specialist openings are remote or hybrid as of November 2026, reflecting sustained demand for experienced technicians who can support users without on-site supervision. Fully remote roles tend to favor candidates with strong documentation habits and experience using remote desktop and VPN tools independently.
How do I move up to a mid level help desk specialist role?
Progression from entry level to mid level comes from building depth in a few key areas: mastering a broader range of hardware, software, and network troubleshooting, taking ownership of recurring problems rather than passing them along, and demonstrating that you can close tickets without escalation. Earning a recognized certification and volunteering for cross-functional projects or junior mentoring signals that you are ready for greater responsibility.
Which industries hire the most mid level help desk specialists?
Mid Level help desk specialist roles concentrate in Technology & Software, Education, and Staffing & Recruiting, based on current listings on Migrate Mate as of November 2026. These sectors tend to run large internal user bases or client-facing support operations that require experienced technicians who can handle complex issues and work independently without constant supervision.