Helpdesk Technician Tier II - Active TS/SCI with CI Poly

ENS Solutions, LLC; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401k from day 1

PTO + federal holidays

Disability insurance

Life insurance

Tuition & certification support

Workers' compensation

Relocation assistance

Job summary

ENS Solutions, LLC is seeking an IT support specialist to monitor networks, respond to incidents, and assist in modernizing LAN cabling in a DoD/IC environment. The role requires TS/SCI clearance, DoD 8570.01-M IAT II, and experience with Remedy or ServiceNow.

You will collaborate with a team to deliver reliable, secure IT services and maintain detailed records. This position offers on-site work in Washington, DC, with 24/7 on-call duties including weekends and holidays, and opportunities for

Qualifications

• HS/GED and 2+ years of IT support experience.
• DoD 8570.01-M at IAT Level II certification.
• TS/SCI clearance with ability to obtain CI Polygraph.
• Experience with Remedy, SCSM or ServiceNow ticketing systems.
• Strong written and verbal communication and customer focus.
• Ability to resolve technical issues with minimal oversight.

Responsibilities

• Provide network monitoring during client hours with 24/7 on-call support.
• Respond to queries, run diagnostics, isolate problems and implement solutions.
• Install and upgrade operating systems and software packages.
• Operate and maintain procedures, hardware, network connections and ticketing.
• Walk customers through problem-solving and ensure issues are resolved.
• Assist with incident reporting collection and evaluation.
• Manage IT incidents following ITSM principles (ITIL).
• Knowledge of network troubleshooting and LAN cabling modernization.
• Maintain and update records and tracking databases.
• Alert management to recurring problems and patterns.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

HS/GED

DoD 8570.01-M IAT II

Tools

Remedy

SCSM

ServiceNow

Job description

• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Performs hardware and software installations and upgrades to operating systems and layered software packages.
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
• Assists with the collection and evaluation of incident reporting practices and operations.
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
• Knowledge of network connectivity troubleshooting, cable management, and fiber termination technologies.
• Will be responsible to assist in managing and modernizing LAN cabling
• Maintaining and updating records and tracking databases
• Alerting management to recurring problems and patterns of problems

• Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Performs hardware and software installations and upgrades to operating systems and layered software packages.
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
• Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
• Assists with the collection and evaluation of incident reporting practices and operations.
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library).
• Knowledge of network connectivity troubleshooting, cable management, and fiber termination technologies.
• Will be responsible to assist in managing and modernizing LAN cabling
• Maintaining and updating records and tracking databases
• Alerting management to recurring problems and patterns of problems

Requirements

• Required Education and Experience: HS/GED and 2+ years
• Certifications: DoD Manual 8570.01-M at the Information Assurance Technical (IAT) Level II role.
• Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a CI Polygraph
• Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow
• Strong written and verbal communication skills along with a strong customer service focus and ability to work well as part of a team
• Ability to resolve technical and other types of issues with little oversight

Benefits

Essential Network Security (ENS) Solutions, LLC is a service-disabled veteran owned, highly regarded IT consulting and management firm. ENS consults for the Department of Defense (DoD) and Intelligence Community (IC) providing innovative solutions in the core competency area of Identity, Credential and Access Management (ICAM), Software Development, Cyber and Network Security, System Engineering, Program/Project Management, IT support, Solutions, and Services that yield enduring results. Our strong technical and management experts have been able to maintain a standard of excellence in their relationships while delivering innovative, scalable and collaborative infrastructure to our clients.

Why ENS?

• Free Platinum-Level Medical/Dental/Vision coverage, 100% paid for by ENS
• 401k Contribution from Day 1
• PTO + 11 Paid Federal Holidays
• Long & Short Term Disability Insurance
• Group Term Life Insurance
• Tuition, Certification & Professional Development Assistance
• Workers' Compensation
• Relocation Assistance

Essential Network Security (ENS) Solutions, LLC is a service-disabled veteran owned, highly regarded IT consulting and management firm. ENS consults for the Department of Defense (DoD) and Intelligence Community (IC) providing innovative solutions in the core competency area of Identity, Credential and Access Management (ICAM), Software Development, Cyber and Network Security, System Engineering, Program/Project Management, IT support, Solutions, and Services that yield enduring results. Our strong technical and management experts have been able to maintain a standard of excellence in their relationships while delivering innovative, scalable and collaborative infrastructure to our clients.

Why ENS?

• Free Platinum-Level Medical/Dental/Vision coverage, 100% paid for by ENS
• 401k Contribution from Day 1
• PTO + 11 Paid Federal Holidays
• Long & Short Term Disability Insurance
• Group Term Life Insurance
• Tuition, Certification & Professional Development Assistance
• Workers' Compensation
• Relocation Assistance

Candidate AI Usage Policy

AI tools are an important part of daily work at ENS Solutions, and we are committed to their responsible and ethical use. To ensure a fair and equitable candidate evaluation based on individual skills, knowledge, and experience, candidates are not permitted to use artificial intelligence or other assistive tools during interviews, whether in person or virtual, unless explicit permission has been granted in advance.