Tier 2 Service Desk Technician

Booz Allen Hamilton • Arlington, VA

1d

About The Position

The Tier 2 Service Desk Technician provides in-depth technical support to DoD users in classified environments. The role supports critical missions by troubleshooting and resolving software and hardware issues, managing service offerings and tickets, documenting best practices, and helping maintain workstation configuration baselines. The technician leads problem-solving and implementation efforts for specific technology projects and works individually or with a small integrated team to support secure and reliable enterprise computer systems.

The position requires a service-focused team member who can assist domain users with workstation hardware and software problems, identify issues and opportunities for improvement, and contribute to project completion. The technician collaborates with the team to develop solutions and methodologies that enhance the cyber maturity of DoD systems across the enterprise.

Requirements

• 5+ years of experience providing support to an IT operations environment in a team-oriented, collaborative environment.
• Experience as a Tier 2 Service Desk Technician or responding to incident tickets.
• Experience supporting workstation hardware and software, printers, desktop imaging, KVMs, peripheral devices, and associated cabling and software.
• Experience with Active Directory, virtualization, and basic networking.
• Ability to install, configure, troubleshoot, and maintain hardware and software on Windows and Unix operating systems.
• Ability to multitask, prioritize, and execute tasks in a high-pressure environment.
• Active TS/SCI clearance and willingness to take a polygraph exam.
• High school diploma or GED.
• DoD 8570 IAT Level II certification, such as Security+ CE.

Nice To Haves

• Experience with Jira and the Atlassian Suite of tools.
• Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking, and escalation.
• Knowledge of VMware and Hyper-V.
• Ability to work with Security Technical Implementation Guides and group policies.
• Excellent customer service skills.
• Excellent time management skills.
• Bachelor’s degree.

Responsibilities

• Provide in-depth support to DoD users in classified environments.
• Troubleshoot and assist with software and hardware problems for domain users.
• Manage service offerings and ticketing, including responding to incident tickets.
• Lead problem-solving and implementation efforts for specific technology projects.
• Help maintain the configuration baseline for workstations.
• Document best practices and contribute to new team methodologies.
• Identify problem areas and opportunities for improvement in a critical network.
• Collaborate individually or as part of a small integrated team to support secure and reliable enterprise computer systems.
• Ensure project completion and help customers solve complex technical problems.

Benefits

• Health, life, and disability benefits.
• Financial and retirement benefits.
• Paid leave.
• Professional development.
• Tuition assistance.
• Work-life programs.
• Dependent care.
• Recognition awards for exceptional performance and demonstration of company values.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED