Tier II Help Desk

The Tier II Help Desk serves as an escalation point for federal users requiring advanced technical assistance. This role provides Tier II support by diagnosing, troubleshooting, resolving, documenting, and coordinating the resolution of incidents and service requests that require technical expertise beyond Tier I support. The Tier II Help Desk works closely with Tier I personnel, users, system administrators, engineers, cybersecurity personnel, application teams, vendors, and other stakeholders to restore services and resolve technical issues while ensuring compliance with customer procedures, service-level requirements, cybersecurity standards, and mission objectives.

The position also supports technical troubleshooting, endpoint and account administration within authorized permissions, knowledge management, problem identification, and continuous improvement of service-desk operations., * Receive, investigate, and resolve incidents and service requests escalated from Tier I or assigned directly to Tier II.

• Perform advanced troubleshooting of Windows 10/11 desktops and laptops, Microsoft 365 applications, mobile devices, printers, peripherals, and approved customer technologies.
• Diagnose and resolve operating-system, software, hardware, network-connectivity, VPN, remote-access, authentication, multifactor-authentication, and user-profile issues.
• Troubleshoot Active Directory, Microsoft Entra ID, group membership, account access, authentication, permissions, and related identity-management issues within assigned access permissions.
• Support endpoint configuration, deployment, patching, software distribution, device management, and troubleshooting using Microsoft Intune, Microsoft Endpoint Configuration Manager/SCCM, or comparable technologies.
• Troubleshoot Citrix, virtual desktop infrastructure, remote desktop, and other approved virtual or remote-access environments.
• Perform software installation, configuration, testing, repair, and remediation in accordance with customer procedures and security requirements.
• Analyze ticket history, system information, logs, error messages, knowledge articles, and other technical information to diagnose complex or recurring issues.
• Take ownership of escalated incidents and service requests and coordinate troubleshooting through resolution.
• Escalate issues requiring Tier III, engineering, cybersecurity, application, telecommunications, infrastructure, or vendor support and provide complete technical documentation of troubleshooting already performed.
• Coordinate with system administrators, network teams, cybersecurity personnel, application teams, vendors, and other stakeholders during incident resolution.
• Maintain complete and accurate ticket documentation, including symptoms, diagnostic steps, technical findings, communications, actions taken, resolution, and closure details.
• Monitor assigned incidents and service requests to ensure compliance with response, resolution, escalation, and service-level requirements.
• Identify recurring incidents, trends, and potential problem areas and assist with root-cause analysis and corrective actions.
• Create, review, and update knowledge-base articles, troubleshooting guides, standard operating procedures, and other technical documentation.
• Provide technical guidance and troubleshooting assistance to Tier I Help Desk personnel.
• Assist with testing and validating new hardware, software, patches, configurations, procedures, and technical solutions before or during deployment.
• Support incident, problem, change, configuration, asset, and knowledge-management processes as assigned.
• Follow applicable cybersecurity, privacy, identity-verification, access-control, records-management, and acceptable-use procedures.
• Protect sensitive, proprietary, personally identifiable, and government information.
• Meet established response, resolution, escalation, documentation, quality, productivity, and customer-service standards.
• Participate in required training, technical meetings, service reviews, and continuous improvement activities.
• Provide shift, surge, after-hours, holiday, or on-call support when required by the assigned contract.
• Perform other related duties consistent with Tier II technical support.

• Working knowledge of Windows 10/11, Microsoft 365, Active Directory, Microsoft Entra ID, VPNs, MFA, remote-access technologies, hardware, software, peripherals, and network connectivity.
• Hands-on experience with enterprise ITSM/ticketing systems such as ServiceNow.
• Working knowledge of endpoint-management technologies such as Microsoft Intune and Microsoft Endpoint Configuration Manager/SCCM.
• Experience troubleshooting virtual desktop/Citrix environments or comparable technologies where applicable.
• Ability to diagnose complex technical problems using systematic troubleshooting and analytical techniques.
• Ability to interpret system information, error messages, logs, technical documentation, knowledge articles, and configuration information.
• Understanding of TCP/IP, DNS, DHCP, network connectivity, VPNs, and other networking concepts necessary for endpoint troubleshooting.
• Understanding of account permissions, authentication, identity management, and access-control concepts.
• Ability to distinguish endpoint, network, application, account, cybersecurity, and infrastructure issues and route or escalate them appropriately.
• Ability to manage escalated incidents through resolution while coordinating with multiple technical teams.
• Ability to identify recurring technical issues and contribute to root-cause analysis.
• Ability to develop clear technical documentation and knowledge-base articles.
• Strong customer-service, communication, active-listening, organizational, analytical, and problem-solving skills.
• Ability to explain complex technical information to users and Tier I personnel clearly.
• Ability to prioritize multiple incidents based on severity, impact, urgency, SLA requirements, and established procedures.
• Ability to work independently within assigned technical authority and collaboratively across technical teams., * High school diploma or equivalent required.
• Associate degree, bachelor’s degree, or relevant technical training in information technology, computer science, information systems, cybersecurity, or a related field preferred.
• At least three years of progressively responsible technical-support experience, including experience performing Tier II help desk, service desk, desktop support, endpoint support, or a closely related function.
• Prior experience supporting a Federal Government agency or performing work under a federal government contract is required.
• Experience with ServiceNow, Microsoft Intune, Microsoft Endpoint Configuration Manager/SCCM, Active Directory, Microsoft Entra ID, Citrix, virtual desktop environments, or comparable technologies is preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Other Requirement:

• Ability to obtain a public trust, * How many years of progressively responsible technical support experience do you have, including Tier II help desk, service desk, desktop support, endpoint support, or a closely related function?
• Do you have prior experience supporting a Federal Government agency or performing work under a federal government contract?
• What technologies have you used hands-on in a professional technical support environment?
• Are you legally authorized to work in the United States?
• Federal assignments may require a background investigation, suitability determination, Public Trust designation, system access, or security clearance. Are you willing to complete the screening process required for an assignment?

Work Location: Hybrid remote in Tysons Corner, VA 22102

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance