Help Desk Technician II - Contingent
About The Position
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. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.
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.
Nice To Haves
- Associate or bachelor’s degree in IT-related field.
- CompTIA Network+ certification.
- Microsoft Modern Desktop Administrator or Endpoint Administrator certification.
- ITIL Foundation certification.
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
