Help Desk Technician - II

Calvert Systems Engineering • Fayetteville, NC

2d • Onsite

About The Position

As a Help Desk Technician II, you will be responsible for providing technical and management leadership for all equipment and information support functions across the Task Order. Calvert Systems is a Service-Disabled Veteran-Owned Small Business headquartered in Bellevue, Nebraska, with operations in twelve states including the District of Columbia. With over 20 years of trusted support to the Department of Defense, Calvert combines the strength of deep mission expertise, a workforce composed largely of veterans with the values of a family business culture. Our team is committed to exceeding customer expectations by leveraging a rich blend of operational experience, technical excellence, and a strong commitment to service. Calvert Systems Engineering provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requirements

• Demonstrated experience in technical support, system troubleshooting, or operational IT roles (typically 2+ years or equivalent).
• A current, active DoD security clearance at the TS/SCI level.
• DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate within six months of the assignment.
• Strong knowledge of network fundamentals, system administration principles, SATCOM operations, troubleshooting methodologies, and IT service management processes.
• Ability to analyze system logs, interpret performance metrics, and identify root causes of system failures or degradations.
• Strong communication skills with the ability to support structured escalation and provide technical guidance to junior technicians.
• Ability to work in fast‑paced, mission‑critical operational environments supporting DoD or similar high‑reliability systems.
• Ability to occasionally travel to CONUS and OCONUS sites for logistics coordination and facility assessments.

Responsibilities

• Provide advanced support for issues that cannot be resolved at the Tier I level.
• Troubleshoot and diagnose more complex user and system problems, and assist through various communication channels such as phone, chat, email, and in person.
• Support continuous operations in a 24/7/365 environment, including shift work and assisting overseas personnel.
• Document service requests, actions taken, and resolutions to ensure accurate records.
• Use standard ticketing systems, remote support tools, communication platforms, and monitoring dashboards as part of daily work.
• Perform mid‑level system support tasks such as updates, basic configuration changes, and equipment installations under established guidelines.
• Monitor systems to identify issues, recurring problems, or performance concerns and report them appropriately.
• Assist with restoring systems during outages or performance degradations and coordinate with senior technical staff as needed.
• Help maintain and improve technical procedures, support guides, and escalation workflows.
• Perform basic analysis to identify the root causes of recurring issues and suggest preventive improvements.
• Support ongoing technology improvements and system upgrades with minimal disruption to operations.
• Provide guidance and mentoring to Tier I staff to help improve team skills and efficiency.
• Ensure all work follows established standards, documentation requirements, and communication processes.

Benefits

• Comprehensive benefits including health, dental and vision for the employee and family
• 401k Plan with a company contribution; fully vested immediately
• Company paid Life and AD&D insurance
• Company paid Short-Term and Long-Term Disability insurance
• Flexible Spending Accounts
• Paid Time Off (PTO)
• 10 paid holidays
• Employee Assistance Program
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed