Tier 2 Help Desk Analyst

Chenega Corporation • Arlington, VA

12h • 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 role handles escalated issues, troubleshoots complex technical problems, supports system maintenance, and ensures compliance with federal security and service delivery requirements. It helps minimize disruption to mission operations by restoring services quickly, supporting users across multiple networks, and contributing to continuous service improvement initiatives.

The position is based in Arlington, Virginia. The employer describes professional development opportunities, on-the-job learning, formal development programs, a positive and supportive culture, flexibility in daily choices, and well-being programs.

Requirements

• Bachelor's degree in IT or a related field; or an associate degree with at least 2 years of relevant IT experience; or a high school diploma with at least 4 years of relevant IT experience.
• At least 5 years of IT experience supporting end users in secure environments.
• DoD IAT Level II certification required, such as Security+ CE, GSEC, or CCNA Security.
• Active DoD Top Secret clearance required, with eligibility to obtain SCI.
• Successfully pass background and drug screening.
• Strong understanding of applying security principles to classified and unclassified computing environments.
• Ability to troubleshoot hardware and software issues involving desktop systems, printers, print servers, scanners, PDAs, and video teleconferencing systems.
• Experience diagnosing and analyzing hardware and software issues and recommending solutions.
• Proficiency with Microsoft products, including Windows operating systems, Office applications, and Windows security configurations.
• Hands-on experience installing, configuring, and supporting workstation hardware, software, and unique mission applications.
• Familiarity with enterprise incident ticketing and work order tracking systems.
• Strong written and verbal communication skills, including the ability to interact effectively with users, technical teams, and mission stakeholders.
• Excellent customer service skills and ability to provide professional, courteous, and efficient technical support.

Responsibilities

• Answer calls, fulfill service requests, and provide functional user support, including account management, password resets, and initial diagnostics for classified and unclassified systems.
• Support implementation, troubleshooting, and maintenance of IT systems in accordance with agency and DoD standards.
• Identify, diagnose, and resolve Tier II 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 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.
• Perform other duties as assigned.

Benefits

• Professional development opportunities, including on-the-job learning experiences and formal development programs.
• Well-being programs.
• Flexibility to make daily choices that support well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level