Helpdesk Specialist II

Travel Required: Up to 25%. Active Secret clearance required.

About the Role

Helpdesk Specialist II (SCA Occupation; Personal Computer Support Technician) will provide advanced technical advice and guidance on company technical software and hardware.

Responsibilities

• Provides Tier I and II technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code, and may prioritize for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
• Maintains network diagrams and circuit records.
• Instructs users in the use of PCs and networks.
• May perform basic PC, PBX, and network software programming.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Requirements

• High School Diploma is required.
• Four years of overall work experience, two years with an Associate's degree, or zero with a Bachelor's degree.
• US Citizenship is contractually required.
• Must be able to obtain and maintain a Federal or DoD "SECRET" security clearance; candidates must obtain approved adjudication of clearance prior to onboarding. Candidates with an ACTIVE "SECRET" or higher-level clearance are preferred.
• Security+ Certified OR CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program.
• Ability to work in a 24/7/365 environment including holidays.
• Familiar with Service Desk support methodology.

Qualifications (Nice to Have)

• CompTIA A+ certification or equivalent preferred.
• HDI certification or equivalent preferred.
• Relevant technical certifications preferred.
• Familiar with ITIL.

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus