Tier 2 Helpdesk

Cb•Albuquerque, NM

About The Position

SarelaTech is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a high-profile Department of Defense contract in Albuquerque. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate to consolidate, modernize, and continuously innovate IT services and mission capabilities for internal and external mission partners in CONUS and OCONUS locations. The successful candidate will provide IT Service Desk support by installing, operating, maintaining, troubleshooting, administering, and defending the cybersecurity of data and applications hosted in the DTRA Data Center across classified and unclassified systems. The role requires an active DoD TS/SCI clearance.

Requirements

High school education and 8 or more years of relevant experience.
Active DoD TS/SCI clearance at the time of consideration.
Current 8140 (previously 8570) IAT Level II certification, such as Security+ or equivalent, before the start date, and ability to maintain the certification for the duration of the DTRA I3TS assignment.
Experience in IT customer service.
Experience with an IT ticketing system; the posting states “two (6) years.”
Experience using remote desk takeover tools; the posting states “one (2) year.”
Experience meeting service-level goals and targets.

Nice To Haves

Systems or network administration experience in a Windows environment and/or advanced PowerShell or scripting skills.
Familiarity with automated call distribution systems.
Certification in a process-based platform such as ITIL, HDI, CoBIT, Lean Six Sigma, or Six Sigma.

Responsibilities

Troubleshoot, resolve, or escalate remote and deskside IT issues.
Resolve connection and imaging issues on classified and unclassified endpoints.
Perform VDI troubleshooting and resets on SIPR thin clients.
Deploy and troubleshoot MFDs and printers, and coordinate vendor servicing.
Set up IT equipment (ADPE) for new employee onboarding.
Perform routine desktop installation and hardware setup tasks.
Conduct root-cause analysis and advanced diagnostics for complex remote and deskside IT incidents.
Troubleshoot advanced connectivity and systemic imaging failures on unclassified and classified endpoints, including SCIF deployments.
Perform advanced VDI diagnostics and SIPR thin client remediation before Tier III Virtualization escalation.
Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.
Remediate complex account administration issues and secure access controls for enterprise applications and services.
Coordinate and execute desktop installation projects, including ADPE setup, VTC suites, and network validation.
Maintain Microsoft Planner dashboards with technical updates on deployment and device status for leadership briefings.
Perform technical interventions in compliance with ITSM, ITIL, and information systems security and assurance protocols.
Write Knowledge Base Articles (KBAs) documenting complex workarounds and newly identified fixes.
Provide high-level technical customer service and communicate service degradations and remediation steps to users.
Mentor peer technicians in advanced endpoint and peripheral troubleshooting.