Sr Tier 2 Helpdesk Specialist — TS/SCI Clearance

Sarela Technology Solutions; Albuquerque (NM); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Profit sharing

Tuition assistance

Vision insurance

Résumé du poste

SarelaTech is seeking a Sr. Tier 2 Helpdesk Specialist to support a DoD contract in Albuquerque. The role covers technical support, advanced diagnostics, and deployment of IT infrastructure with focus on classified and unclassified environments.

Candidates must hold an active TS/SCI clearance and have IT service desk experience, including ticketing, remote support tools, and strong customer service skills. On-site work in Albuquerque, NM is expected.

Qualifications

• Experience providing IT service desk support and meeting service level goals.
• Familiarity with IT ticketing systems and remote desk tools.
• Ability to document and share fixes through KBAs.

Responsabilités

• Troubleshoot, resolve, or escalate IT issues for remote and deskside users.
• Resolve imaging and connection issues on classified/unclassified endpoints.
• Perform VDI troubleshooting and SIPR client remediation.
• Coordinate hardware deployment and vendor servicing.
• Set up equipment for onboarding and complete routine installations.
• Conduct root-cause analysis and advanced diagnostics for complex incidents.
• Maintain security controls and ITIL-aligned processes.

Connaissances

IT customer service

Ticketing system experience

Remote desk takeover tools

Strong communication

Mentoring peers

Formation

High School diploma or GED

DoD 8570 IAT II (SEC+ or equivalent)

Description du poste

SarelaTech is seeking a Sr. Tier 2 Helpdesk Specialist to support a DoD contract in Albuquerque. The role covers technical support, advanced diagnostics, and deployment of IT infrastructure with focus on classified and unclassified environments.

Candidates must hold an active TS/SCI clearance and have IT service desk experience, including ticketing, remote support tools, and strong customer service skills. On-site work in Albuquerque, NM is expected.