Tier 2 Help Desk Analyst

Chenega Professional Services Strategic Business Unit; Arlington (VA); On-site; USD 54,000 - 66,000; Full time

Job summary

Chenega MIOS is hiring a Tier 2 Help Desk Analyst in Arlington, VA to provide advanced support for classified and unclassified IT environments. The role focuses on escalation handling, diagnostics, and maintaining service levels for government operations.

You will work across multiple secure networks, collaborate with IT teams, and contribute to continuous service improvement while ensuring rapid restoration of services for mission-critical systems.

Qualifications

• Experience supporting end users in secure environments.
• Familiarity with DoD/agency IT standards and security requirements.
• Strong written and verbal communication skills.

Responsibilities

• Answer calls, fulfill service requests, and provide user support for classified and unclassified systems.
• Troubleshoot hardware, software, and network issues to restore services quickly.
• Manage account-related tasks like password resets and diagnostics.
• Assist with implementation, maintenance, and system troubleshooting per standards.
• Collaborate with network, systems, and app teams to address root causes.
• Document processes and contribute to knowledge base improvements.
• Support change management and ensure adherence to SLAs.

Skills

End-user support

Troubleshooting

Windows OS

Customer service

Security principles

Stakeholder communication

Education

Bachelor's degree in IT

Associate's degree + 2+ years IT

High school diploma + 4+ years IT

Tools

Active Directory

Windows Server

Ticketing systems

Job description

Summary

Tier 2 Help Desk Analyst

Arlington, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

SecuriGence is seeking a Tier 2 Help Desk Analyst to provide advanced technical support for classified and unclassified IT environments in support of a federal government customer. The Help Desk Analyst will be responsible for handling escalated issues, troubleshooting complex technical problems, supporting system maintenance, and ensuring compliance with federal security and service delivery requirements. This role ensures minimal disruption to mission operations by restoring services quickly, supporting end users across multiple networks, and contributing to continuous service improvement initiatives.

Responsibilities

• Answer calls, fulfill service requests, and provide functional user support, including account management, password resets, and initial diagnostics for classified and unclassified systems.
• Provide support for implementation, troubleshooting, and maintenance of IT systems in accordance with agency and DoD standards.
• Perform Tier II problem identification, diagnosis, and resolution of hardware, software, and network issues.
• Restore end-user systems to normal IT operations with minimal impact on mission-critical activities.
• Deliver Tier II support for PCs, servers, applications, and hardware across multiple networks.
• Collaborate with network services, systems engineering, and application development teams to restore services and address root cause issues.
• Simulate or recreate user problems to analyze and resolve complex technical difficulties.
• Recommend system or configuration modifications to prevent recurring user issues.
• Provide both local and remote technical support across multiple secure networks within the agency.
• Develop and document processes, procedures, and knowledge base articles to improve efficiency and service quality.
• Assist the IT Help Desk Lead in ensuring compliance with Service Level Objectives (SLOs) and contractual standards.
• Support the change management process, representing the customer’s interests in risk and impact assessments.
• Mentor or provide leadership to small teams or less experienced team members, as required.
• Other duties as assigned

Qualifications

• Bachelor’s degree in IT or related field; OR
• Associate’s degree with 2+ years of relevant IT experience; OR
• High school diploma with 4+ years of relevant IT experience.
• 5+ years of IT experience supporting end users in secure environments.
• DoD IAT Level II Certification required (e.g., Security+ CE, GSEC, CCNA Security).
• Active DoD Top Secret Clearance required with eligibility to obtain SCI.
• Successfully pass background and drug screening

Knowledge, Skills and Abilities:

• Strong understanding of applying security principles to classified and unclassified computing environments.
• Demonstrated ability to troubleshoot hardware and software issues related to desktop systems, printers, print servers, scanners, PDAs, and video teleconferencing systems.
• Proven experience diagnosing, analyzing, and recommending solutions for hardware and software issues.
• Proficiency with Microsoft products, including Windows OS, Office applications, and Windows security configurations.
• Hands-on experience installing, configuring, and supporting workstation hardware, software, and unique mission applications.
• Familiarity with incident ticketing and work order tracking systems in an enterprise environment.
• Strong written and verbal communication skills with the ability to interact effectively with users, technical teams, and mission stakeholders.
• Excellent customer service skills and the ability to provide professional, courteous, and efficient technical support.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Chenega MIOS News- https://chenegamios.com/news/

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/

Estimated Salary/Wage

USD $39.29/Hr. Up to USD $48.07/Hr.