Senior Tier 2 Helpdesk Specialist

What you'll do

• Troubleshoot and resolve remote and deskside IT issues on both classified and unclassified systems.
• Perform advanced diagnostics and root-cause analysis for complex connectivity and imaging failures.
• Execute VDI troubleshooting and SIPR thin client remediation before escalating to Tier III.
• Manage hardware deployments, including ADPE setup, VTC suites, and network validation projects.
• Resolve complex account administration issues and manage secure access controls for enterprise applications.
• Author Knowledge Base Articles (KBAs) to document technical workarounds and newly identified fixes.
• Maintain Microsoft Planner Dashboards to provide leadership with updates on deployment and device status.
• Mentor peer technicians on advanced endpoint and peripheral troubleshooting methodologies.

What we're looking for

• Must have a high school diploma and 8+ years of relevant experience.
• Must hold an active DoD TS/SCI clearance.
• Must possess current 8140 (formerly 8570) IAT Level II (SEC+ or equivalent) certification.
• Must have IT ticketing system experience.
• Must have experience with remote desk takeover tools and usage.
• Experience meeting service level goals and targets is required.
• Systems or network administration in Windows environments and advanced PowerShell/scripting (preferred).
• Certification in a process-based platform such as ITIL, HDI, CoBIT, Lean Six, or Six Sigma (preferred).