IT Helpdesk II

The IT Helpdesk II technician will provide advanced (Tier 2) technical support within a fast-paced, security-conscious environment. This position serves as an escalation point for complex issues from Level 1 Help Desk staff and is responsible for in-depth troubleshooting, network and server support, and enterprise application assistance. The IT Help Desk II also mentors Level I staff, assists with system upgrades, and works closely with the IT Security Manager to ensure system performance, security, and operational efficiency in accordance with cybersecurity protocols and compliance standards.

• Handle escalated IT support requests involving complex hardware, software, and network issues via ticketing system, phone, email, or in-person.
• Perform in-depth troubleshooting and diagnostics to identify and resolve advanced technical issues.
• Coordinate with third-party vendors and service providers for specialized support and warranty services.
• Provide support for server and network infrastructure, including connectivity issues, server failures, and network performance concerns.
• Assist with configuration and management of network devices such as routers, switches, and firewalls.
• Monitor network performance and security, addressing issues proactively.
• Manage user accounts and permissions in Active Directory and other enterprise systems, including account creation, modification, and deactivation.
• Resolve complex login and access control issues, including advanced password resets and multi-factor authentication.
• Provide advanced support for enterprise software applications, including installation, configuration, troubleshooting, and performance optimization.
• Assist with software updates, patches, and upgrades to ensure security and compatibility.
• Provide technical support during organizational events, ensuring stable IT operations and connectivity.
• Assist with setup, configuration, and troubleshooting of specialized event-related IT equipment.
• Create and maintain detailed documentation for complex issues, solutions, procedures, and system configurations.
• Develop and update knowledge base articles to assist Level 1 Help Desk staff and end users.
• Mentor and train Level 1 Help Desk staff, sharing knowledge and providing technical guidance.
• Participate in incident and problem management processes, ensuring rapid resolution of critical issues and root cause analysis for recurring problems.
• Monitor Help Desk performance metrics, such as ticket resolution times, system uptime, and user satisfaction.
• Generate detailed reports and recommend process improvements and technology enhancements based on performance data.
• Collaborate with other IT teams to address cross-functional issues and improve service delivery.

• Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
• 2+ years in IT support, with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment.

• U.S. citizenship required; must hold or be able to obtain and maintain a DoD Secret Clearance. *

• or higher

• : One of the following required within 6 months of hire: *

• CompTIA Security+ CE
• CompTIA CySA+
• Cisco CCNA Security
• Equivalent IAT Level II certification

• (must be completed within 30 days of hire, then annually): *

• DoD Cyber Awareness / IA Training
• DoD AT Level I (Anti-Terrorism Awareness)
• OPSEC Awareness Training (Level I)

• iWATCH Training

• Active DoD security clearance (Secret or higher).
• Experience with NIST SP 800-171, DFARS, or CMMC frameworks.
• Familiarity with enterprise-level software applications and IT ticketing systems.

• Prior experience supporting government or defense contracting environments.

• Onsite work required at our Honolulu, Hawaii location.
• Standard duty hours: Monday - Friday, 0800-1600 HST, excluding federal holidays.
• Occasional after-hours or on-call support may be required for outages, upgrades, or security incidents.
• Physical ability to lift up to 25 lbs and assist with IT equipment setup and movement.