Hybrid Tier II Helpdesk Technician - Remote/Onsite

Alaska Northstar Resources LLC.; Aberdeen (MD); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Alaska Northstar Resources is seeking a Tier II Helpdesk Technician to join our team at Aberdeen Proving Ground, MD. The role is hybrid, requiring 1–2 days on-site per week, with responsibilities including first-line support, remote troubleshooting, and detailed ticket documentation.

Required are US citizenship, active DoD Secret Clearance, and a 8570 IAT Level II or Security+ certification, plus 2+ years in a help desk or customer-support role. Knowledge of ServiceNow is a plus.

Qualifications

• US citizen is required.
• Active DoD Secret Clearance is required.
• CompTIA Security+ CE or equivalent IAT Level II certification.
• 2+ years experience in a help desk or customer support role.
• Experience with office automation, databases and remote control tools.
• Strong customer service via email, phone and chat.

Responsibilities

• Answer questions about installation, operation, configuration and usage of assigned products.
• Apply diagnostic techniques to identify problems and propose fixes.
• Maintain user hardware and software.
• Provide first contact support for customers via phone or email.
• Perform remote troubleshooting and guide users through solutions.
• Document issues and resolutions in the ticketing system and follow up on status.

Skills

US Citizenship

DoD Secret Clearance

Security+ or IAT II

2+ years help desk

Customer service

Remote troubleshooting

Tools

ServiceNow

Job description

Alaska Northstar Resources is seeking a Tier II Helpdesk Technician to join our team at Aberdeen Proving Ground, MD. The role is hybrid, requiring 1–2 days on-site per week, with responsibilities including first-line support, remote troubleshooting, and detailed ticket documentation.

Required are US citizenship, active DoD Secret Clearance, and a 8570 IAT Level II or Security+ certification, plus 2+ years in a help desk or customer-support role. Knowledge of ServiceNow is a plus.