Helpdesk Specialist II — Secret Clearance IT Support

RavenTek; Norfolk, Northern (VA, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

RavenTek is seeking a Helpdesk Support Specialist II to deliver advanced front-line IT support from our Norfolk, VA site. You will troubleshoot hardware, software, and access issues, serving as the first point of contact and ensuring timely resolutions aligned with SLAs.

Responsibilities include documenting steps, researching solutions, and guiding users to prevent recurrence. Candidates should be able to obtain Secret clearance and work shifts of 12 hours.

Qualifications

• High school diploma or equivalent required.
• Up to 3 years of technical support experience expected.
• Experience with helpdesk tools and ticketing systems.

Responsibilities

• Serve as initial contact for troubleshooting hardware and software issues.
• Respond to end-user requests via phone, email, or chat.
• Resolve issues across hardware, software, and access domains.
• Document incidents and resolutions in helpdesk systems.
• Meet established service level standards for response and resolution.
• Maintain up-to-date documentation of support activities.
• Provide guidance to prevent future problems and improve processes.
• Travel up to 10% may be required.

Skills

Customer service

Technical troubleshooting

Documentation

Independent & collaborative

Attention to detail

Education

High school diploma or equivalent

CompTIA Security+ CE

Tools

Helpdesk tools

Ticket management systems

Enterprise software tools

Job description

RavenTek is seeking a Helpdesk Support Specialist II to deliver advanced front-line IT support from our Norfolk, VA site. You will troubleshoot hardware, software, and access issues, serving as the first point of contact and ensuring timely resolutions aligned with SLAs.

Responsibilities include documenting steps, researching solutions, and guiding users to prevent recurrence. Candidates should be able to obtain Secret clearance and work shifts of 12 hours.