Senior Tier 2 IT Helpdesk Specialist | TS/SCI Clearance

Career Listings

Springfield (VA)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Profit sharing

Training & development

Tuition assistance

Vision insurance

Job summary

SarelaTech is seeking a Sr. Tier 2 Helpdesk Specialist to support a large DoD contract at Fort Belvoir, VA.

The role covers IT service desk operations, installation, maintenance, and cybersecurity defense of data and applications in classified and unclassified environments. You will troubleshoot, resolve, or escalate issues, document outages, and ensure tickets meet SLA commitments using Remedy or ServiceNow, while delivering prompt customer service to DTRA personnel.

Qualifications

Bachelor's degree with 8+ years of relevant experience or a Master's with 6-10 years.
Active DOD TS/SCI clearance.
Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to start date with Leidos, and ongoing certification.
Experience in IT customer service including 2–4 years of IT ticketing system experience and 1 year of experience in remote desk takeover tools.
Experience meeting service level goals and targets.

Responsibilities

Troubleshoot, resolve, and/or elevate technical issues based on ticket assignments deskside or remotely.
Correlate events and incidents for management of IT Services.
Provide prompt customer service to DTRA personnel with IT-related issues.
Document and communicate degradation of services or outage information to customers and help with resolution.
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
Ensure tickets stay within the program's AQL/SLA commitments.
Utilize Remedy and/or ServiceNow for queue and work management.
Ensure all tickets, requests, and work orders are properly documented.
Create or coordinate development of Knowledge Base Articles (KBA).
Troubleshoot complex problems to derive root causes and apply fixes/workarounds.
Assist new employees setting up ADPE (Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity and access to necessary services.