Helpdesk Specialist T2

Career Listings; Springfield (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Profit sharing

Training & development

Tuition assistance

Vision insurance

Job summary

SarelaTech is seeking a Sr. Tier 2 Helpdesk Specialist to support a large DoD contract at Fort Belvoir, VA.

The role covers IT service desk operations, installation, maintenance, and cybersecurity defense of data and applications in classified and unclassified environments. You will troubleshoot, resolve, or escalate issues, document outages, and ensure tickets meet SLA commitments using Remedy or ServiceNow, while delivering prompt customer service to DTRA personnel.

Qualifications

• Bachelor's degree with 8+ years of relevant experience or a Master's with 6-10 years.
• Active DOD TS/SCI clearance.
• Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to start date with Leidos, and ongoing certification.
• Experience in IT customer service including 2–4 years of IT ticketing system experience and 1 year of experience in remote desk takeover tools.
• Experience meeting service level goals and targets.

Responsibilities

• Troubleshoot, resolve, and/or elevate technical issues based on ticket assignments deskside or remotely.
• Correlate events and incidents for management of IT Services.
• Provide prompt customer service to DTRA personnel with IT-related issues.
• Document and communicate degradation of services or outage information to customers and help with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure tickets stay within the program's AQL/SLA commitments.
• Utilize Remedy and/or ServiceNow for queue and work management.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate development of Knowledge Base Articles (KBA).
• Troubleshoot complex problems to derive root causes and apply fixes/workarounds.
• Assist new employees setting up ADPE (Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity and access to necessary services.

Skills

TS/SCI clearance

IT ticketing systems

Remote desk takeover tools

IT service desk

ITSM

Education

Bachelor's degree

Master's degree

Tools

Remedy

ServiceNow

ITIL

HDI

COBIT

Job description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Training & development
• Tuition assistance
• Vision insurance

SarelaTech is seeking an Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

Clearance: Must currently hold an active DOD TS/SCI clearance

Primary Responsibilities:

• Troubleshoot, resolve, and/or elevate technical issues based on ticket assignments deskside or remotely, as necessary.
• Correlate events and incidents for management of Information Technology (IT) Services.
• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure your assigned tickets stay within the program's AQL/SLA commitments.
• Utilize Remedy and/or Service Now for queue and work management.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA)
• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Required Qualifications:

• Bachelors Degree with 8+ years of relevant experience or a Masters Degree with 6-10 years of experience. Additional experience will be considered in lieu of a degree.
• Active DOD TS/SCI clearance
• Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.
• Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
• Experience meeting service level goals and targets.

Desired Qualifications:

• Systems or network administration experience in Windows Server and/or Cisco environments.
• Familiarity with automated call distribution systems.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.