Help Desk Support Tier II (Pipeline)

Lucayan Technology Solutions LLC • Tampa, FL

4d • Onsite

About The Position

At Lucayan Technology Solutions, we are proactively seeking talented professionals to join our growing team. We are currently seeking an IT Help Desk II Technician to provide Tier 2 support for the 6th Medical Group (6 MDG) at MacDill AFB. This role serves as an escalation point for complex issues, supporting system integrity, compliance, and advanced troubleshooting to ensure the availability of mission-critical medical IT systems.

Requirements

• Associate’s degree in IT, Computer Science, or related field (or equivalent experience).
• 2+ years of experience in IT support, including Tier 2 troubleshooting.
• Strong knowledge of Windows operating systems, Active Directory, and enterprise applications.
• Familiarity with networking fundamentals, patch management, and security tools.
• U.S. Citizenship required.
• DoD 8570 IAT Level II Certification (CompTIA Security+ CE, CCNA Security, or equivalent).
• Must complete DoD IA/Cyber Awareness, AT Level I, and ITIL-based training per PWS requirements.

Nice To Haves

• CompTIA Network+ or higher networking certification.
• Microsoft MCSA/MCSE certification.
• Experience supporting IT in a DoD healthcare environment.

Responsibilities

• Respond to and resolve escalated technical issues involving hardware, software, and networks.
• Provide Tier 2 support for desktops, servers, and enterprise applications.
• Manage and troubleshoot user accounts, Active Directory, and group policies.
• Support patch management, updates, and system security configurations.
• Track and resolve incidents using ServiceNow and AFNET Remedy ticketing systems.
• Assist with configuration and troubleshooting of networking equipment in coordination with admins.
• Perform system monitoring, diagnostics, and root cause analysis for recurring issues.
• Mentor and support Help Desk I staff by providing technical guidance.
• Ensure compliance with DoD cybersecurity directives and reporting requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree