Helpdesk Specialist II

• Provides Tier I and II technical software, hardware and network problem resolution for clients by

performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization’s products and services.

• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize

for proper action.

• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of

the various databases available.

• Conducts technical research for source of information required in support of request for

information related to ongoing programs and proposal efforts.

• Maintains network diagrams and circuit records.
• Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network

software programming.

• Interacts with other team members, such as network services, software engineering, and/or

applications development to restore services and/or identify and correct the core problem.

Do you have experience in Research?, Do you have a High school diploma or GED?, * HS Diploma with 4 years of relevant experience.(or 2 years experience with an Associates

degree, 0 years experience with a Bachelors degree or higher)

• Must be U.S. Citizen
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Security+ Certified
• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program
• Ability to work in a 24/7/365 environment including holidays
• Familiar with Service Desk support methodology

Desired Qualifications:

• CompTIA A+ certification or equivalent preferred
• HDI certification or equivalent preferred
• Relevant technical certifications preferred
• Familiar with ITIL