Helpdesk Technician - Tier II

Celestial Innovations Group•Washington, DC

2d•Hybrid

About The Position

The Tier II Help Desk Computer Specialist provides advanced troubleshooting, escalated issue resolution, and direct support of desktops, systems, and networks within a federal environment. This role requires deeper technical knowledge and hands-on problem solving.

Requirements

Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
Minimum 3 years of experience administering and supporting Windows 10/11 in desktop support or IT infrastructure environments.
Experience installing desktops, laptops, tablets, peripherals, and software in LAN, WAN, and standalone environments.
Ability to detect, diagnose, and resolve hardware and software failures across desktop, portable, and mobile platforms.
Strong experience with Microsoft Windows 10/11, Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook support.
Experience using ServiceNow or similar trouble-ticketing systems for ticket management.
Strong communication skills with the ability to effectively interact with customers, peers, technical staff, and Government personnel both verbally and in writing.
Ability to analyze and assess service requests and provide prompt and accurate technical solutions.
Demonstrated proficiency with operating systems, business applications, imaging tools, and hardware platforms.
Ability to provide technical support by phone for users located outside the Washington, DC Metro area.
Experience performing software and hardware upgrades, system refreshes, and multi-device deployments.
Ability to support enterprise printing environments and printer server management.
Possess a valid driver’s license and ability to lift up to 50 lbs.
Ability to obtain and maintain the required government clearance.

Responsibilities

Serve as an escalation point for Tier I Help Desk requests, resolving complex technical issues related to desktop, laptop, and tablet systems.
Install and configure desktop, laptop, and tablet computers, peripherals, and approved software products for networked, standalone, LAN, and WAN environments.
Troubleshoot, diagnose, and resolve hardware, software, and operating system failures for desktops, laptops, and tablets, ensuring timely and effective resolution.
Implement, maintain, test, and administer standardized hardware, software, and network configurations across USCP’s distributed computing environment.
Perform workstation imaging, patching, configuration, and deployment, including large-scale installations and upgrades across multiple devices.
Provide information, guidance, and instruction to users on the proper use of desktop, laptop, and tablet devices, software applications, and system capabilities.
Support Microsoft Windows 10/11, Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
Troubleshoot issues involving Active Directory, Group Policy, workstation security settings, DNS, DHCP, and network connectivity.
Support VPN, remote access, and multi-factor authentication for users including those located outside the Washington, DC Metro area.
Contact and communicate effectively with customers via phone, email, Teams, and in person, providing prompt technical solutions.
Prepare computer equipment for reuse, refresh, or disposal in accordance with Capital Equipment Refresh Program (CERP) standards and property management procedures.
Coordinate the disassembly, movement, and reinstallation of IT equipment in support of office relocations.
Document all work performed, including opening and closing tickets within ServiceNow, and contribute updates to knowledge base articles.
Assist with equipment inventory, lifecycle management, enterprise printing support, and printer server administration.
Collaborate with Tier III and engineering teams to resolve systemic issues and ensure compliance with federal security protocols and configuration standards.
Lift and transport IT equipment up to 50 lbs. as required.