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# Helpdesk II

- **Company:** Shee Atika Government Services
- **Location:** Aberdeen Proving Ground, MD, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** CompTIA Security+, Cyber Security, Databases, Issue Tracking Systems, Information Management, Instant Messaging Technology, NIPRNet, Office Automation, Information Technology, Servicenow
- **Published:** November 6, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9296230/helpdesk-ii

## About the Role

Candidate must be US Citizen
Candidate must have active DoD Secret Clearance
Candidate must have CompTIA Security+ CE or other applicable 8570 IAT Level II certification.
Candidate must have 2+ years' experience with the following:
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote control
Basic troubleshooting of computer systems, mobile devices and other tech products
Customer service via email, phone, and Instant messaging

Desired Skills:
Expertise in software, hardware, and related infrastructure.
Experience with NIPR environment.
Sound understanding of Information Management and Cyber Security related processes and requirements (AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A).
Experience with Service Now ticketing system is a plus

## Description

Answer specific questions about installation, operation, configuration, customization and usage of assigned products.
Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
Maintains user hardware and software.
Level II knowledge of hardware and/or software products required.
Maintain regular and punctual attendance.
Typically involves use of problem management database and help desk ticket system.
Serve as the first LOCAL point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures