Tier 2 Help Desk Analyst

SecuriGence•Arlington, VA

18h•Onsite

About The Position

SecuriGence is seeking a Tier 2 Help Desk Analyst to provide advanced technical support for classified and unclassified IT environments in support of a federal government customer. The Tier 2 Help Desk Analyst will be responsible for handling escalated issues, troubleshooting complex technical problems, supporting system maintenance, and ensuring compliance with federal security and service delivery requirements. This role ensures minimal disruption to mission operations by restoring services quickly, supporting end users across multiple networks, and contributing to continuous service improvement initiatives.

Requirements

Bachelor’s degree in IT or related field; OR Associate’s degree with 2+ years of relevant IT experience; OR High school diploma with 4+ years of relevant IT experience.
5+ years of IT experience supporting end users in secure environments.
DoD IAT Level II Certification required (e.g., Security+ CE, GSEC, CCNA Security).
Active DoD Top Secret Clearance required with eligibility to obtain SCI.
Strong understanding of applying security principles to classified and unclassified computing environments.
Demonstrated ability to troubleshoot hardware and software issues related to desktop systems, printers, print servers, scanners, PDAs, and video teleconferencing systems.
Proven experience diagnosing, analyzing, and recommending solutions for hardware and software issues.
Proficiency with Microsoft products, including Windows OS, Office applications, and Windows security configurations.
Hands-on experience installing, configuring, and supporting workstation hardware, software, and unique mission applications.
Familiarity with incident ticketing and work order tracking systems in an enterprise environment.
Strong written and verbal communication skills with the ability to interact effectively with users, technical teams, and mission stakeholders.
Excellent customer service skills and the ability to provide professional, courteous, and efficient technical support.

Nice To Haves

Successfully pass background and drug screening

Responsibilities

Answer calls, fulfill service requests, and provide functional user support, including account management, password resets, and initial diagnostics for classified and unclassified systems.
Provide support for implementation, troubleshooting, and maintenance of IT systems in accordance with agency and DoD standards.
Perform Tier II problem identification, diagnosis, and resolution of hardware, software, and network issues.
Restore end-user systems to normal IT operations with minimal impact on mission-critical activities.
Deliver Tier II support for PCs, servers, applications, and hardware across multiple networks.
Collaborate with network services, systems engineering, and application development teams to restore services and address root cause issues.
Simulate or recreate user problems to analyze and resolve complex technical difficulties.
Recommend system or configuration modifications to prevent recurring user issues.
Provide both local and remote technical support across multiple secure networks within the agency.
Develop and document processes, procedures, and knowledge base articles to improve efficiency and service quality.
Assist the IT Help Desk Lead in ensuring compliance with Service Level Objectives (SLOs) and contractual standards.
Support the change management process, representing the customer’s interests in risk and impact assessments.
Mentor or provide leadership to small teams or less experienced team members, as required.
Other duties as assigned.