IT Support Engineer - level II
About The Position
Join a dynamic team providing mission-critical technical support for launch operations at a secure government facility. As an IT Support Engineer, you'll be the hands-on technical expert ensuring workstations, secure communications systems, and specialized equipment are mission-ready when it matters most. You'll work face-to-face with launch personnel and mission-critical operators, troubleshooting complex desktop issues, supporting high-stakes launch events, and maintaining the specialized secure phone and video systems that enable successful missions. This fast-paced role combines Tier 2 technical support with the unique challenges of supporting classified launch operations in a secure environment.
Requirements
- Bachelor's degree and 4 years of relevant IT support experience OR Associate's degree and 8 years of relevant experience OR High School Diploma/GED and 12 years of relevant experience
- U.S. Citizenship required
- Current TS/SCI clearance with a recent polygraph
- Security+ certification (or other DoD 8570 IAT Level II certification)
- Hands-on experience troubleshooting and repairing desktop hardware, workstations, and peripherals
- Experience working in Windows-based environments (thin client and/or thick client)
- Demonstrated ability to provide face-to-face technical support to end users
- Strong customer service and communication skills
- Experience using ticketing systems to document and track technical issues
- Ability to work in a fast-paced, mission-critical environment
Nice To Haves
- ITIL Foundation certification or higher
- Experience with ServiceNow or similar ITSM platforms
- Vendor-specific certifications (Dell, HP, Lenovo, Microsoft, etc.)
Responsibilities
- Respond to and resolve Tier 2 incidents and service requests through ServiceNow, providing face-to-face technical support to users across launch facilities and contractor support buildings
- Troubleshoot, repair, and replace desktop hardware including workstations, thin clients, thick clients, peripherals, and associated equipment in Windows-based environments
- Configure, maintain, and troubleshoot specialized secure phone and video communication systems used for mission-critical launch operations (non-standard/non-VoIP systems)
- Support Technical Exchange Meetings (TEMs) by developing launch requirements and providing technical expertise for mission planning
- Provide hands-on technical support during launch events, ensuring all systems are operational when mission-critical activities occur
- Diagnose and resolve complex technical issues impacting multiple users, escalating to appropriate technical teams when necessary
- Communicate effectively with launch personnel, mission operators, technical staff, and general office users to understand problems and provide timely solutions
- Document all technical activities, resolutions, and configurations in ServiceNow
- Develop and recommend long-term solutions to recurring technical problems
- Install and configure software, hardware, and network components following established security protocols in a classified environment
- Maintain current knowledge of systems and technologies through vendor documentation, knowledge bases, and collaboration with technical peers
Benefits
- healthcare
- wellness
- financial
- retirement
- family support
- continuing education
- time off benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
