Help Desk Technician II - Contingent

This is a contingent position; employment is dependent upon the successful award of the associated contract to Aretum and completion of any required background investigation or security clearance verification. Applicants must be U.S. citizens or currently authorized to work in the United States on a full-time basis and must be able to obtain and maintain a Public Trust or Suitability Determination.

About Aretum

Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront.

About the role

The Help Desk Technician II provides advanced technical troubleshooting and deskside support for escalated incidents from Tier 1. Operating from both the IT Contact Center and the Technology Assistance Center (TAC), this role focuses on resolving complex issues, assisting Tier 1 staff, and ensuring efficient resolution of end-user IT challenges. Employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Responsibilities

• Serve as the primary escalation point for Tier 1 support for complex technical incidents and service requests.
• Perform in-depth troubleshooting of hardware, software, VPN, and network connectivity issues.
• Conduct advanced diagnostics, log analysis, and configuration reviews.
• Provide in-person technical support, including hardware deployment, break-fix repairs, and tech refresh activities.
• Maintain open communication with users and IT teams, ensuring accurate ticket documentation in ServiceNow.
• Support and train Tier 1 technicians by sharing knowledge and assisting with difficult or recurring issues.
• Participate in major incident response activities, providing timely updates and technical expertise.
• Support VIP and executive-level users, ensuring prompt and discreet issue resolution.
• Adhere to established change, incident, and problem management procedures.

Requirements

• 3 years of applicable experience.
• High School Diploma/GED.
• Strong diagnostic and analytical skills for desktop, laptop, and network troubleshooting.
• Familiarity with system imaging, configuration management, and hardware replacement procedures.
• Proficiency in ITSM and remote support tools (ServiceNow, SCCM, Remote Desktop, etc.).
• Strong interpersonal skills for working in both contact center and in-person environments.

Preferred Qualifications

• Associate or bachelor’s degree in an IT-related field.
• CompTIA Network+ certification.
• Microsoft Modern Desktop Administrator or Endpoint Administrator certification.
• ITIL Foundation certification.

Travel

Travel to client locations is required for this position and may vary based on project needs.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Family Leave (Maternity, Paternity)
• Short Term & Long-Term Disability
• Training & Development

Pay

Salary Range: $65,000–$100,000 annually. Final compensation will be determined based on factors including education, experience, qualifications, skills, and applicable contract requirements.