Senior Help Desk Analyst (Tier II) – Remote

Page Mechanical Group, Inc.; Miami (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid time off

Life Insurance

HSA

Professional development

Certification reimbursement

Job summary

Total Force Alliance, LLC is seeking a Senior Help Desk Analyst (Tier II) to provide advanced support for users, systems, and cloud services in a 100% remote, high-availability enterprise environment. You will escalate, troubleshoot, and coordinate with multiple teams to restore services and ensure continuity.

Qualified candidates have a BS/BA and 7+ years of experience, plus DoD 8140/8570 IAT II certification.

Qualifications

• BS/BA degree and 7+ years of relevant help desk, technical support, or IT operations experience.
• Mandatory: DoD 8140/8570 IAT Level II certification (e.g., Security+ CE or equivalent).
• Preferred: ITIL Foundation, Network+, Microsoft certifications or similar.

Responsibilities

• Provide Tier II technical support for escalated incidents and service requests across systems, applications, and network connectivity.
• Troubleshoot and resolve complex issues that cannot be solved at Tier I.
• Coordinate with Tier I/III teams, admins, cybersecurity, and applications teams to restore services.
• Document steps, resolutions, and known errors in the knowledge base.
• Mentor junior staff and promote best-practice troubleshooting and customer service.

Skills

Tier II support

Incident management

Root cause analysis

Customer service

Team mentoring

Education

BS/BA degree

7+ years IT experience

Tools

ServiceNow

Windows

Linux

Active Directory

Office 365

Job description

Total Force Alliance, LLC is seeking a Senior Help Desk Analyst (Tier II) to provide advanced support for users, systems, and cloud services in a 100% remote, high-availability enterprise environment. You will escalate, troubleshoot, and coordinate with multiple teams to restore services and ensure continuity.

Qualified candidates have a BS/BA and 7+ years of experience, plus DoD 8140/8570 IAT II certification.