IT Help Desk Technician - Tier II (Night Shift)

• Provide advanced technical support for escalated help desk tickets related to hardware, software, network, and operating systems issues
• Install, configure, and troubleshoot desktops, laptops, mobile devices, printers, and peripherals
• Manage and support Active Directory accounts, including user account creation, password resets, and permissions management
• Diagnose network connectivity issues involving LAN, VPN, DNS, TCP/IP, WINS, DHCP, and firewalls within a Windows 11 environment
• Set up and troubleshoot network and local printing, including multi-function printers in a Windows 11 print server environment
• Support Apple Mac computers operating within the agency’s enterprise environment
• Image new user workstations and re-image used workstations, safeguarding customer files and profiles using automated imaging tools
• Provide remote user assistance via Remote Desktop Services (RDS) and SCCM
• Support Microsoft 365 desktop applications and understand Microsoft 365 cloud services
• Troubleshoot advanced connectivity issues, including VPN, Cisco AnyConnect, Citrix, RSA Token, and teleworking connections affecting production activities
• Manage and administer Checkpoint Full Disk Encryption (FDE) as part of ticket troubleshooting
• Document all support activities accurately in an enterprise Service Desk system such as ServiceNow or BMC Remedy
• Maintain inventory using an enterprise Asset Management (AMS) tool such as Asset Core or similar
• Support SharePoint and Adobe Acrobat Pro across Windows 11 and Mac platforms
• Prepare and update instruction manuals and Standard Operating Procedures (SOPs)
• Collaborate with team members to analyze recurring issues and implement effective solutions to improve overall system stability
• Coordinate with Service Desk management, colleagues, and vendors on existing systems and new technology implementations
• Communicate clearly with end-users to provide timely updates and ensure a positive customer experience during technical support interactions

Join our IT support team as a Tier II Help Desk Technician working the night shift to support the U.S. Government Publishing Office (GPO). In this role, you will be the frontline responder for complex technical issues, providing expert assistance to ensure seamless IT operations across the agency. Your technical expertise will help resolve escalated support tickets swiftly, maintain IT infrastructure health, and deliver exceptional customer service to GPO end-users. This position offers an environment where your problem-solving skills and technical knowledge will directly impact operational efficiency and user satisfaction.

This is a Tier II-level position. Candidates must have at least five (5) years of directly related Tier II help desk experience in an environment of similar size, scope, and complexity to a federal enterprise IT operation. If you do not have prior Tier II help desk experience within a federal environment, please do not apply to this listing., * 5+ years of directly related Tier II help desk experience in a federal or similarly complex enterprise environment

• Strong knowledge of Microsoft Office applications, Windows 11/Windows Server, and networking concepts (TCP/IP, LAN/WAN, VPN, DNS, WINS, DHCP, firewalls)
• Hands-on experience troubleshooting hardware including desktops, laptops, mobile devices, printers, and peripherals
• Proficiency with Active Directory account provisioning and permissions management
• Familiarity with enterprise Service Desk platforms such as ServiceNow or BMC Remedy
• Proficiency with imaging tools, SCCM, and Remote Desktop Services (RDS)
• Experience troubleshooting VPN, Citrix, RSA Token, and remote/telework connectivity issues
• Familiarity with Checkpoint FDE administration
• Basic understanding of Apple Mac systems in an enterprise setting
• Experience with enterprise asset management tools (Asset Core or similar)
• Understanding of IT infrastructure components including switches, routers, and firewalls
• Excellent communication skills with a customer-service-oriented mindset

Education: High school diploma plus two (2) years of technical education, or a Bachelor’s Degree in Engineering, Computer Science, Information Systems, or a related field (preferred).

Certifications: Must hold at least one of the following: Microsoft Certified Help Desk Support Technician, Apple Certified Mac Technician, CompTIA A+, HDI, MCITP, or MCTS. CompTIA Network+ or MCSE also valued.

• 401(k) with company match
• Dental, health, and vision insurance
• Paid time off
• Performance-based bonuses
• Opportunities for internal promotion and advancement within CTI’s federal contract portfolio

Why Team CTI

For over 47 years, Cyber Technology Innovations (CTI) has delivered mission-critical IT and R&D services across federal, civilian, and defense agencies. Join a team of industry experts in a fast-growing, evolving organization where your growth is earned on merit, not measured by your time in a seat. Strong performers on this contract are regularly considered for internal promotions and advancement into higher-tier roles across CTI’s other federal programs.

What We Offer:

• Career Growth - Clear paths and mentoring on long-term federal programs; advancement earned on merit, not tenure, with real opportunities to move up into Tier III, systems engineering, or leadership roles as CTI’s contract portfolio grows
• Health & Wellness - Comprehensive medical, dental, and vision coverage for you and your family
• Financial - Competitive pay, 401(k) match, performance-based bonuses, and performance recognition
• Community - A team culture built on service, integrity, and mission

Pay: $36,400.00 - $75,000.00 per hour, * 401(k)

• Dental insurance
• Flexible schedule
• Parental leave