Tier 2 Help Desk Analyst

About the Role

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a Tier 2 Help Desk Analyst to provide advanced technical support for classified and unclassified IT environments in support of a federal government customer. This role ensures minimal disruption to mission operations by restoring services quickly, supporting end users across multiple networks, and contributing to continuous service improvement initiatives.

Responsibilities

• Answer calls, fulfill service requests, and provide functional user support, including account management, password resets, and initial diagnostics for classified and unclassified systems.
• Provide support for implementation, troubleshooting, and maintenance of IT systems in accordance with agency and DoD standards.
• Perform Tier II problem identification, diagnosis, and resolution of hardware, software, and network issues.
• Restore end-user systems to normal IT operations with minimal impact on mission-critical activities.
• Deliver Tier II support for PCs, servers, applications, and hardware across multiple networks.
• Collaborate with network services, systems engineering, and application development teams to restore services and address root cause issues.
• Simulate or recreate user problems to analyze and resolve complex technical difficulties.
• Recommend system or configuration modifications to prevent recurring user issues.
• Provide both local and remote technical support across multiple secure networks within the agency.
• Develop and document processes, procedures, and knowledge base articles to improve efficiency and service quality.
• Assist the IT Help Desk Lead in ensuring compliance with Service Level Objectives (SLOs) and contractual standards.
• Support the change management process, representing the customer’s interests in risk and impact assessments.
• Mentor or provide leadership to small teams or less experienced team members, as required.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in IT or related field; OR Associate’s degree with 2+ years of relevant IT experience; OR High school diploma with 4+ years of relevant IT experience.
• 5+ years of IT experience supporting end users in secure environments.
• DoD IAT Level II Certification required (e.g., Security+ CE, GSEC, CCNA Security).
• Active DoD Top Secret Clearance required with eligibility to obtain SCI.
• Successfully pass background and drug screening.

Knowledge, Skills, and Abilities

• Strong understanding of applying security principles to classified and unclassified computing environments.
• Demonstrated ability to troubleshoot hardware and software issues related to desktop systems, printers, print servers, scanners, PDAs, and video teleconferencing systems.
• Proven experience diagnosing, analyzing, and recommending solutions for hardware and software issues.
• Proficiency with Microsoft products, including Windows OS, Office applications, and Windows security configurations.
• Hands-on experience installing, configuring, and supporting workstation hardware, software, and unique mission applications.
• Familiarity with incident ticketing and work order tracking systems in an enterprise environment.
• Strong written and verbal communication skills with the ability to interact effectively with users, technical teams, and mission stakeholders.
• Excellent customer service skills and the ability to provide professional, courteous, and efficient technical support.

Pay

Estimated Salary/Wage: USD $39.29/Hr. Up to USD $48.07/Hr.

Benefits

At Chenega MIOS, we value our team members and offer them a broad range of benefits, including well-being programs and opportunities for professional development.