Senior Help Desk Specialist

Job overview

The Senior Help Desk Specialist role is onsite in Frederick, MD. Compensation is not specified. A Square Group provides technology services, including software development, analytics, cloud, and cybersecurity, and this role reports to the Help Desk Manager. The specialist handles advanced Tier 2 and Tier 3 support and serves as a technical resource and escalation point for the Help Desk team. The work maintains user support and platform continuity through troubleshooting, Drupal and content support, training, documentation, and coordination with technical teams.

What you'll do

• Handle complex Tier 2 and Tier 3 tickets
• troubleshoot cross-platform and system-level issues
• support Drupal website development and configuration changes
• assist with content publishing and platform testing
• deliver weekly Slack 101 orientation training
• maintain training materials, SOPs, and knowledge-base content
• support user access and permissions
• mentor newer specialists.

What we're looking for

Skills & competencies

senior help desk specialist

a square group

onsite

frederick md

tier 2 support

tier 3 support

drupal

dkan

technical escalation

slack training

knowledge base

public trust clearance

Work arrangement

• Weekend coverage required

Benefits & perks

• Healthcare benefits, life and disability coverage, paid time off, 401(k) matching, employee referral bonus, education assistance, and learning and development resources.

Why this role

Requires 5–7+ years of help desk or IT support experience; hands-on Drupal experience; ability to obtain and maintain a public trust background investigation or clearance.

About the employer

A Square Group is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.