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

ENS Solutions, LLC; Washington; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Free Platinum-Level Medical/Dental/VIS

401k Contribution from Day 1

PTO + 11 Paid Federal Holidays

Long & Short Term Disability Insurance

Group Term Life Insurance

Tuition, Certification & Professional

Workers’ Compensation

Relocation Assistance

Job summary

ENS Solutions, LLC is a trusted IT consulting firm supporting the DoD and IC. This role provides network monitoring, incident management, and hands-on IT support across hardware, software, and network environments.

You will diagnose, resolve, and communicate solutions while adhering to ITIL practices and security requirements. Candidates should have a HS/GED with 2+ years in IT, a DoD 8570.01-M IAT II certification, and TS/SCI clearance with CI Polygraph eligibility.

Qualifications

• HS/GED and 2+ years of IT support experience.
• DoD 8570.01-M at IAT Level II required.
• TS/SCI clearance with ability to obtain CI Polygraph.
• Experience with Remedy, SCSM, ServiceNow ticketing systems.

Responsibilities

• Provide 24/7 on-call IT support for customer core hours, including weekends and holidays.
• Respond to queries, run diagnostics, isolate problems and implement solutions.
• Install and upgrade operating systems and software packages.
• Monitor systems, manage incident handling and problem management per ITIL.
• Walk customers through problem-solving and follow up to ensure resolution.
• Maintain records and tracking databases; alert management to patterns.

Skills

Customer service

Strong communication

Problem solving

Team player

Independent worker

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
• 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

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.