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

ENS Solutions, LLC; Washington (District of Columbia); On-site; USD 95,000 - 135,000; Full time

Job summary

ENS Solutions, LLC in Washington, DC, seeks an IT service management professional to monitor networks and provide 24/7 on-call support for critical systems. You will document incidents, manage user accounts, install software, and deliver training and updates to leadership.

The role requires TS/SCI clearance with CI polygraph, DoD 8570.01-M IAT II certification, and experience with Remedy, SCSM, and ServiceNow. Expect strong teamwork, customer focus, and problem-solving abilities.

Qualifications

• Required Education and Experience: HS/GED + 3+ years
• Certifications: DoD Manual 8570.01-M at the IAT Level II role
• Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a CI Polygraph
• Experience with ticketing systems such as Remedy, SCSM, ServiceNow
• Strong written and verbal communication with customer service focus and teamwork
• Ability to resolve technical issues with little oversight

Responsibilities

• Provides network monitoring during customer core hours with 24/7 on-call support, including weekends and holidays.
• Documents end-user problems and ensures proper controls for archiving and prioritization.
• Performs user account management per the Account Management Plan.
• Performs advanced software installations and upgrades to operating systems and layered packages.
• Supports training and education materials, delivering training on-site or over-the-phone.
• Provides technical assistance for computer systems, hardware, and software; diagnoses and resolves issues.
• Delivers system updates and briefings to Government leadership as needed.
• Maintains procedures, hardware, network connections, and trouble tickets from users.
• Guides customers through problem-solving and follows up to ensure resolution.
• Collects and evaluates incident reporting practices and operations.
• Manages IT incidents in line with ITIL principles.
• Knowledge of network connectivity troubleshooting, cable management, and fiber termination.

Skills

Strong written and verbal interaction

Customer service focus

Teamwork

Problem solving

Education

HS/GED + 3+ years

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).
• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to elevate issues according to priority.
• Performs user account management per the Account Management Plan.
• Performs advanced software installations and upgrades to operating systems and layered software packages.
• Supports developing unique applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials and conducting training either on-site or over-the-phone.
• 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.
• Provides system updates and statuses to Government leadership with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed.
• 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.
• Collects and evaluates 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 + 3+ 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 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.