Senior Tier 2 Helpdesk Specialist

What you'll do

• Troubleshoot, resolve, and escalate technical issues for users via deskside or remote support.
• Install, operate, maintain, and administer data and applications on classified and unclassified systems.
• Manage IT service tickets and work orders using Remedy and/or Service Now.
• Perform root cause analysis on complex problems to apply permanent fixes or workarounds.
• Set up hardware and network connectivity for new employees, including VDI, laptops, and VTC suites.
• Create and coordinate the development of Knowledge Base Articles (KBA).
• Monitor and communicate service degradations or outages to customers in accordance with SLAs.
• Maintain cybersecurity defense for data and applications hosted in the DTRA Data Center.

What we're looking for

• High School diploma.
• 5+ years of relevant experience.
• Active DOD TS/SCI clearance.
• Current 8140 (formerly 8570) IAT Level II (SEC+ or equivalent) certification.
• IT ticketing system experience.
• Experience in remote desk takeover tools and usage.
• Systems or network administration experience in Windows Server and/or Cisco environments (preferred).
• Certification in a process-based platform including ITIL, HDI, CoBIT, Lean Six, or Six Sigma (preferred).