Helpdesk Technician - Tier II

Code Plus Inc • Fairfax, VA, US, VA

1d • Onsite

About The Position

The Tier II Help Desk Technician provides advanced technical support for NLRB end users and serves as an escalation point for issues unresolved at the Tier I level. This role focuses on diagnosing, troubleshooting, and resolving moderately complex hardware, software, mobile device, audiovisual, and video teleconference system issues in a federal government environment.

Requirements

• Associate’s degree in IT or equivalent experience.
• 3–5 years of help desk or desktop support experience.
• Strong experience with Windows OS, mobile devices, AV/VTC systems.
• ServiceNow ticketing experience.
• Ability to obtain and maintain Public Trust clearance.

Nice To Haves

• Federal agency IT experience.
• CompTIA A+, Network+, Security+, ITIL, or HDI certifications.

Responsibilities

• Act as Tier II support for escalated incidents and service requests from Tier I Help Desk staff.
• Diagnose and resolve complex desktop, laptop, mobile, OS, application, and network issues.
• Support mobile devices (iOS, Android), including configuration and troubleshooting.
• Configure and troubleshoot audiovisual and video teleconference systems.
• Perform root cause analysis and implement long-term fixes.
• Participate in technical refresh projects, including hardware deployment and OS upgrades.
• Document all work in ServiceNow or approved ITSM tools.
• Mentor Tier I technicians and contribute to SOPs and knowledge bases.

What This Job Offers

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