Positions: Tier II helpdesk technician

Location: Alexandria, VA

Duration: Long Term



Clearance: Secret

Certifications: Sec+



Job description:

• As a Sr. Service Desk Support Technician , you will provide Tier 2 support for escalated hardware, network and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. .

• Answering helpdesk calls, and responding to service now tickets


• Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required


• Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.


• Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.


• Provides advanced Customer Service and Support.


• Communicates with high profile customers in a professional and courteous manner.


• Performs installs, upgrades, and configures customer-specific hardware and software.


• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.


• Provides remote and on-site troubleshooting for hardware and software support.


• Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.


• Upgrades software components as required.


• Provides customers with network technical support.


• Instructs customers and support staff in use of equipment and software.


• Possesses the ability to complete multiple simultaneous projects in a timely manner.


• Requirements:


• Clearance (required at performance start date): active Secret security clearance


• High School degree


• 5+ years IT experience


• Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

• ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support.


• Experience supporting PC hardware and software systems.


• Prior work experience in a fast-paced DoD environment.