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# Helpdesk Technician - Tier II

- **Company:** Code
- **Location:** Fairfax, VA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Apple IOS, System Configuration, Network Troubleshooting, ServiceNow IT Service Management, Information Technology, Servicenow
- **Published:** May 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c1d50a636cb46223

## About the Role

Do you have experience in Video conferencing systems operation?, Do you have a Associate's degree?, * Associate's degree in IT or equivalent experience.

 * 3-5 years of help desk or desktop support experience.
 * Strong experience with Windows OS, mobile devices, AV/VTC systems.
 * ServiceNow ticketing experience.
 * Ability to obtain and maintain Public Trust clearance.

Preferred Qualifications

 * Federal agency IT experience.
 * CompTIA A+, Network+, Security+, ITIL, or HDI certifications.

Core Competencies

 * Strong troubleshooting and analytical skills.
 * Excellent communication and customer service.
 * Ability to work independently and manage multiple priorities.

## Description

The Tier II Help Desk Technician provides advanced technical support for NLRB end users and serves as an escalation point for issues unresolved at the Tier I level. This role focuses on diagnosing, troubleshooting, and resolving moderately complex hardware, software, mobile device, audiovisual, and video teleconference system issues in a federal government environment.
Key Responsibilities

 * Act as Tier II support for escalated incidents and service requests from Tier I Help Desk staff.
 * Diagnose and resolve complex desktop, laptop, mobile, OS, application, and network issues.
 * Support mobile devices (iOS, Android), including configuration and troubleshooting.
 * Configure and troubleshoot audiovisual and video teleconference systems.
 * Perform root cause analysis and implement long-term fixes.
 * Participate in technical refresh projects, including hardware deployment and OS upgrades.
 * Document all work in ServiceNow or approved ITSM tools.
 * Mentor Tier I technicians and contribute to SOPs and knowledge bases.


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