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

Socket.dev; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Platinum-level medical/dental/vision

401k contributions from Day 1

PTO + 11 paid federal holidays

Disability insurance

Group life insurance

Tuition & certification support

Relocation assistance

Workers’ compensation

Job summary

Essential Network Security (ENS) Solutions, LLC provides specialized IT consulting and management for DoD and IC customers. The role covers 24/7 network monitoring, incident response, and IT support across hardware, software, and networks.

A TS/SCI clearance with CI polygraph is required, along with DoD 8570 IAT II certification. The candidate will work within a team, follow ITIL-aligned processes, and contribute to modernizing LAN infrastructure while maintaining detailed records and reporting

Qualifications

• HS/GED and 2+ years of IT experience.
• DoD 8570.01-M at the Information Assurance Technical (IAT) Level II role.
• TS/SCI clearance and ability to obtain and maintain a CI Polygraph.
• Experience in working with an IT ticketing system (Remedy, SCSM, ServiceNow).
• Strong written and verbal communication and customer-service focus.

Responsibilities

• Provide network monitoring during customer core hours with 24/7 on-call support (nights, weekends, holidays).
• Provide technical assistance for computer systems, hardware, and software; diagnose and resolve issues.
• Install and upgrade operating systems and software packages.
• Monitor systems and manage trouble tickets per ITIL guidance.
• Guide customers through problem-solving and follow-up to ensure resolution.
• Assist in incident reporting collection and evaluation.
• Maintain LAN cabling and records; alert management to recurring problems.

Skills

Strong communication

Customer service

Team player

Problem solving

Education

HS/GED

2+ years IT experience

Tools

Remedy

ServiceNow

SCSM

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 their 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.