Help Desk Support Specialist II

Clearance Required: Public Trust | Education Required: HS/GED | US Citizenship: Required

Summary

The MIL Corporation seeks a Help Desk Support II to support a federal government client in Culpeper, VA. This position currently requires an on‑site schedule, which may change based on company or contract requirements. The role is presently unfunded and posted in anticipation of a future contract award; hiring decisions will depend on funding availability and final program or client approval.

Responsibilities

• Diagnose and resolve software and hardware incidents, including operating systems and a range of applications.
• Assist all users with any logged IT‑related incident when called upon.
• Conduct problem analysis to implement temporary or permanent fixes, aiming to restore service promptly.
• Accurately record, update, and document requests using the IT service desk system.
• Install and configure new IT equipment.
• Resolve incidents and upgrade various software and hardware components.
• Resolve incidents with printers, copiers, and scanners.
• Maintain a first‑class level of customer service, ensuring efficient and appropriate treatment of all customers.
• Participate in the Annual Performance Review Process.
• Actively support equality and diversity policies of The MIL Corporation and The Library of Congress.

Required Qualifications

• 3+ years of professional experience.
• CompTIA A+ Certification.
• Excellent verbal and written communication skills, with the ability to communicate effectively with technical and non‑technical colleagues at all levels.
• Ability to take ownership of issues and escalate incidents to other support teams when necessary.
• Highly motivated team player capable of managing changing priorities.
• Ability to create, maintain, and publish support documentation to assist staff in quick resolution of incidents and to enable user self‑sufficiency.
• Willingness to attend internal training to stay current with technology and internal processes.
• Ability to undertake other necessary duties not specifically stated without altering the nature or level of responsibility.

Desired Qualifications

• ITIL 4 Foundation or higher.
• HDI Support Center Analyst or HDI Customer Service Representative certification.
• KCS Principles knowledge.

Compensation and Benefits

Projected compensation range: $45,182 – $67,774 per year. Final salary is determined based on qualifications, education, experience, and contractual limitations.

The MIL Corporation offers a comprehensive benefits package for full‑time employees, including health, life, disability, and retirement plans; paid time off; opportunities for professional growth; tuition assistance; and additional incentives communicated during the hiring process.

Travel

None required.