Help Desk Technician II: Advanced Support & VIP IT

Aretum; Virginia (MN); On-site; USD 65,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401k

Life insurance

Paid time off

Family leave

Disability insurance

Training & development

Job summary

Aretum is seeking a Help Desk Technician II to provide advanced troubleshooting and deskside support for escalated incidents from Tier 1. You will work from the IT Contact Center and Technology Assistance Center, resolving complex issues, guiding Tier 1 staff, and ensuring timely resolutions for end-user IT challenges.

This is a contingent role supporting a federal contract. Travel to client locations may be required; candidates must meet Public Trust eligibility and related security

Qualifications

• - 3 years of applicable experience.
• - High School Diploma/GED.
• - Strong diagnostic and analytical skills for desktop, laptop, and network troubleshooting.
• - Familiarity with system imaging, configuration management, and hardware replacement procedures.
• - Proficiency in ITSM and remote support tools (ServiceNow, SCCM, Remote Desktop, etc.).
• - Strong interpersonal skills for working in both contact center and in-person environments.

Responsibilities

• Serve as the primary escalation point for Tier 1 support for complex technical incidents and service requests.
• Perform in-depth troubleshooting of hardware, software, VPN, and network connectivity issues.
• Conduct advanced diagnostics, log analysis, and configuration reviews.
• Provide in-person technical support, including hardware deployment, break-fix repairs, and tech refresh activities.
• Maintain open communication with users and IT teams, ensuring accurate ticket documentation in ServiceNow.
• Support and train Tier 1 technicians by sharing knowledge and assisting with difficult or recurring issues.
• Participate in major incident response activities, providing timely updates and technical expertise.
• Support VIP and executive-level users, ensuring prompt and discreet issue resolution.
• Adhere to established change, incident, and problem management procedures.

Skills

Diagnostic skills

Network troubleshooting

ServiceNow

SCCM

Remote support

Interpersonal skills

Education

High School Diploma/GED

Associate or bachelor’s degree in IT

CompTIA Network+

Microsoft Modern Desktop Administrator

ITIL Foundation

Tools

Remote Desktop

System imaging

Configuration management

Job description

Aretum is seeking a Help Desk Technician II to provide advanced troubleshooting and deskside support for escalated incidents from Tier 1. You will work from the IT Contact Center and Technology Assistance Center, resolving complex issues, guiding Tier 1 staff, and ensuring timely resolutions for end-user IT challenges.

This is a contingent role supporting a federal contract. Travel to client locations may be required; candidates must meet Public Trust eligibility and related security