IT Helpdesk II

Key Responsibilities

• Handle escalated IT support requests involving complex hardware, software, and network issues via ticketing system, phone, email, or in-person.
• Perform in-depth troubleshooting and diagnostics to identify and resolve advanced technical issues.
• Cook with third-party vendors and service providers for specialized support and warranty services.
• Coordinate with third-party vendors and service providers for specialized support and warranty services.
• Provide support for server and network infrastructure, including connectivity issues, server failures, and network performance concerns.
• Assist with configuration and management of network devices such as routers, switches, and firewalls.
• Monitor network performance and security, addressing issues proactively.
• Manage user accounts and permissions in Active Directory and other enterprise systems, including account creation, modification, and deactivation.
• Resolve complex login and access control issues, including advanced password resets and multi-factor authentication.
• Provide advanced support for enterprise software applications, including installation, configuration, troubleshooting, and performance optimization.
• Afford software updates, patches, and upgrades to ensure security and compatibility.
• Provide technical support during organizational events, ensuring stable IT operations and connectivity.
• Afford setup, configuration, and troubleshooting of specialized event-related IT equipment.
• Create and maintain detailed documentation for complex issues, solutions, procedures, and system configurations.
• Develop and update knowledge base articles to assist Level 1 Help Desk staff and end users.
• Mentor and train Level 1 Help Desk staff, sharing knowledge and providing technical guidance.
• Participate in incident and problem management processes, ensuring rapid resolution of critical issues and root cause analysis for recurring problems.
• Monitor Help Desk performance metrics, such as ticket resolution times, system uptime, and user satisfaction.
• Generate detailed reports and recommend process improvements and technology enhancements based on performance data.
• Collaborate with other IT teams to address cross-functional issues and improve service delivery.

Qualifications

• Education: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
• Experience: 2+ years in IT support, with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment.
• Clearance: U.S. citizenship required; must hold or be able to obtain and maintain a DoD Secret Clearance.
• Active Security Clearance or higher.
• Certifications (DoD 8570 IAT Level II requirement): One of the following required within 6 months of hire: CompTIA Security+ CE, CompTIA CySA+, Cisco CCNA Security, Equivalent IAT Level II certification.
• Training Requirements (must be completed within 30 days of hire, then annually): DoD Cyber Awareness / IA Training, DoD AT Level I (Anti-Terrorism Awareness), OPSEC Awareness Training (Level I), iWATCH Training.
• Preferred: Active DoD security clearance (Secret or higher).
• Familiarity with enterprise-level software applications and IT ticketing systems.
• Prior experience supporting government or defense contracting environments.