Tier 2 Help Desk Analyst

ValidaTek • Mclean, VA

64d • $38,934 - $64,890

About The Position

ValidaTek is seeking a Tier 2 Analyst who will resolve escalated, complex technical issues for a large IT modernization and transformational program for our DISA customer. The Tier 2 Analyst will provide in-depth troubleshooting for software, hardware, and networking problems.

Requirements

• 3 to 7 years of experience supporting help desk activities for complex IT systems, preferably in a federal government contracting environment.
• A proven ability to diagnose and resolve complex technical issues.
• Strong communication skills as well as a customer service orientation to resolving end-user problems.
• An identify as a problem-solver who stays calm in a fast-paced environment.
• A TS/SCI level clearance.
• A bachelor's degree in computer science/related subjects or equivalent work experience.

Responsibilities

• Diagnosing and resolving complex technical issues that have been escalated from Tier 1 support, requiring a deeper understanding of systems and applications.
• Using remote access tools to perform in-depth troubleshooting and repairs.
• Conducting diagnostic tests to pinpoint root cause of issues.
• Providing training and best practice guidance to end-users to improve their technical self-sufficiency.
• Creating and maintaining detailed documentation of support requirements, troubleshooting step, and resolutions, contributing to a comprehensive knowledge base.
• Possessing a strong knowledge of enterprise platforms, operating systems, and network systems to effectively support users.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 101-250 employees