Helpdesk Specialist II — Secret Clearance Eligible

Raventek Solution Partners LLC; Norfolk (VA); On-site; USD 42,000 - 60,000; Full time

Job summary

RavenTek Solution Partners LLC seeks a Helpdesk Support Specialist II in Norfolk, VA. You will provide advanced front-line technical support, troubleshoot hardware, software, and access issues, and ensure timely resolution or escalation per SLAs.

The role supports mission-critical IT operations and high customer satisfaction. The position requires a HS diploma, up to 3 years in technical support, and CompTIA Security+ CE.

Qualifications

• High school diploma or equivalent required.
• Up to 3 years of technical support experience required.
• Experience with helpdesk tools, ticket management systems, and standard IT support procedures.
• CompTIA Security+ CE certification is preferred.

Responsibilities

• Serve as the initial point of contact for troubleshooting hardware and software issues with professional, courteous service.
• Respond to end-user requests via phone, email, or chat in a timely manner and gather information to diagnose problems.
• Resolve issues by applying established troubleshooting procedures and technical knowledge.
• Research and resolve issues using product documentation, knowledge bases, and solution databases.
• Document incidents and resolutions to ensure accurate records and assist with future support.
• Meet established service levels for response time, resolution quality, and customer satisfaction.
• Maintain up-to-date documentation of all support activities and user interactions.
• Provide support for legacy and modern software applications across multiple platforms.
• Submit timesheets and regular status reports as required.
• Travel up to 10% may be required.

Skills

Customer service

Technical troubleshooting

Windows knowledge

Networking basics

IT security concepts

Documentation

Team collaboration

Education

High school diploma or equivalent

CompTIA Security+ CE

Tools

Helpdesk tools

Ticketing systems

Job description

RavenTek Solution Partners LLC seeks a Helpdesk Support Specialist II in Norfolk, VA. You will provide advanced front-line technical support, troubleshoot hardware, software, and access issues, and ensure timely resolution or escalation per SLAs.

The role supports mission-critical IT operations and high customer satisfaction. The position requires a HS diploma, up to 3 years in technical support, and CompTIA Security+ CE.