Tier 2 Help Desk Analyst
About The Position
SecuriGence is seeking a Tier 2 Help Desk Analyst in Arlington, Virginia, to provide advanced technical support for classified and unclassified IT environments for 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. The analyst provides local and remote Tier II support for end users, PCs, servers, applications, and hardware across multiple secure networks. The position also involves collaborating with technical teams, documenting support processes, assisting with service-level and contractual compliance, and supporting change management. The position is based in Arlington, VA. The stated wage range is USD $39.29 to $48.07 per hour.
Requirements
- Bachelor’s degree in IT or a related field; or an associate’s 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, such as Security+ CE, GSEC, or CCNA Security.
- Active DoD Top Secret clearance and 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 desktop hardware and software issues involving 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 and 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.
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.
- Provide 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 agency networks.
- 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 change management by 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
- The company describes a broad range of benefits but does not specify individual benefits in the posting.
- Professional development opportunities, including on-the-job learning and formal development programs.
- Well-being programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
