Tier 2 Help Desk Specialist - TS/SCI Clearance

Kaizen Approach, Inc.; Linthicum (MD); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

4 weeks PTO

11 holidays

401k with profit sharing

Paid training

Premium healthcare

Job summary

Kaizen Approach is seeking a Help Desk Specialist (Tier 2) to diagnose and resolve escalated user access, hardware, software, application, and network issues in a secure environment, support learning platforms like ELM, Blackboard, VUport, and Questionmark, and document steps.

You will work with Tier 3 teams, mentor Tier 1, maintain SOPs, and ensure professional customer service supporting critical mission objectives; requires three years of Tier 2 IT support and an active TS/SCI with Full Scope

Qualifications

• Must diagnose, troubleshoot, and resolve escalated issues across access, hardware, software, applications, and network.
• Must independently research issues and elevate complex problems to Tier 3 when needed.
• Must provide technical support for learning platforms (ELM, Blackboard, VUport, Questionmark).
• Must be proficient in Windows operating systems in an enterprise environment.
• Must document issues, steps, actions, and resolutions accurately.
• Must develop, maintain, and update technical documentation and SOPs.
• Three (3) years' experience in Tier 2/Help Desk or enterprise IT support on similar contracts.
• High school diploma or GED; technical degree preferred.
• Active TS/SCI clearance with Full Scope Polygraph required.

Responsibilities

• Diagnose and resolve escalated user access, hardware, software, application, and network issues.
• Provide technical support for learning platforms (ELM, Blackboard, VUport, Questionmark).
• Document troubleshooting steps, actions taken, and resolutions.
• Collaborate with Tier 3 teams to resolve complex issues.
• Serve as a technical resource to Tier 1 personnel and deliver professional customer service.

Skills

Analytical

Problem solving

Customer service

Written and verbal communication

Independent research

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Windows OS

ELM

Blackboard

VUport

Questionmark

SOP documentation tools

Job description

Kaizen Approach is seeking a Help Desk Specialist (Tier 2) to diagnose and resolve escalated user access, hardware, software, application, and network issues in a secure environment, support learning platforms like ELM, Blackboard, VUport, and Questionmark, and document steps.

You will work with Tier 3 teams, mentor Tier 1, maintain SOPs, and ensure professional customer service supporting critical mission objectives; requires three years of Tier 2 IT support and an active TS/SCI with Full Scope