Help Desk Technician - Tier 2

AEVEX • Fayetteville, NC

10h • Onsite

About The Position

The Help Desk Technician Tier 2 provides frontline technical and management support across the program. This role performs troubleshooting, resolves technical issues, and ensures accurate documentation of incidents. The technician works in a fast paced, 24/7/365 operational environment supporting critical C2ISR systems and user communities.

Requirements

• Strong working knowledge of: Service desk ticketing systems such as ServiceNow and Remedy Knowledge base and documentation repositories Remote support tools including Microsoft Remote Desktop and TeamViewer Collaboration platforms such as Microsoft Teams, Zoom, and Outlook PC diagnostic utilities and basic network connectivity testers Audio/visual troubleshooting tools Inventory and asset management systems Standard documentation templates for procedures, workflows, and trouble logs
• Must complete DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level
• Obtain CE/Operating System (OS) certificate within six months of the assignment.
• Previous experience as a Help Desk Technician Tier 2 or similar role supporting a DoD customer at the CCMD level; Minimum of 5 years’ experience with a BS/BA or 3 years’ experience with an MS/MA or 0 years’ experience with a PhD.
• DoD 8140 role for WRC: 411; Element: IT; Work Role: Technical Support Specialist; Proficiency Level: Basic / ability to obtain
• Active TS/SCI DoD clearance, and ability to maintain TS/SCI.
• U.S. Citizenship required.

Responsibilities

• Perform in-depth troubleshooting, diagnostics, and resolution of complex issues across all services in the service catalog.
• Assist users through multiple communication channels, including in person, phone, chat, remote desktop, automated workflows, email, and knowledge articles.
• Deliver Tier II/Tier III support during standard business hours and resolve escalations from Tier I teams.
• Participate in 24/7/365 operational coverage, including shift-based work schedules.
• Support OCONUS personnel with advanced technical assistance and incident resolution.
• Maintain precise documentation for all service requests, troubleshooting steps, solutions, and escalations.
• Utilize role-specific tools including: Service desk ticketing platforms (ServiceNow, Remedy) Knowledge repositories and documentation systems Remote desktop support tools (Microsoft Remote Desktop, TeamViewer) Collaboration platforms (Microsoft Teams, Zoom, Outlook) PC diagnostic utilities and network connectivity testers Remote access and troubleshooting tools (Secure OOBM, PuTTY, TS Reader, Wireshark) Performance monitoring dashboards (Grafana, Prometheus, SolarWinds) for proactive anomaly detection Audio/visual troubleshooting utilities Asset and inventory management systems Standardized documentation templates for procedures, troubleshooting logs, and technical reports
• Regular and reliable attendance on a full time basis [or in accordance with posted schedule].
• Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Embodies AEVEX’s cultural values and aligns daily actions with department goals and company culture.

Benefits

• AEVEX provides a full suite of comprehensive benefits, including a 401(k)-retirement plan, comprehensive Medical, Dental, Vision, Disability and Life insurance group coverage with a portion of the premiums paid by the company, professional development funds, and an Employee Assistance Plan (EAP) with counseling, legal help, child and elder care support, among other benefits for qualified employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees