Tier 2 Help Desk/ System Administrator

Cyber Defense Technologies; Chantilly (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

Cyber Defense Technologies in Chantilly, VA seeks a proactive Tier 2 Help Desk/Systems Administrator to troubleshoot and resolve complex IT issues, manage desktops, servers, and virtualization environments, and support security best practices.

The role requires an active TS/SCI with Polygraph, strong communication, and experience with Windows, Linux, Office 365, and virtualization technologies. Mentoring and collaboration across teams are part of the role, with 5% travel.

Qualifications

• 3+ years of experience in an IT support role.
• Experience with Windows Systems Administration.
• Knowledge of Windows servers and client OS.
• Experience with virtualization technologies (VMware/Hyper‑V).
• Familiar with common ticketing systems such as ServiceNow, Remedy, or Zendesk.
• Able to work independently and in a team.
• Excellent problem-solving and time management skills.

Responsibilities

• Provide desktop and helpdesk support, onsite and remote as needed.
• Troubleshoot hardware, software, and network issues and document solutions.
• Maintain and support computer systems, networks, and virtualization environments.
• Install and upgrade components in physical and virtual environments.
• Follow Change Management processes for IT infrastructure changes.
• Track project scope, deliverables, and schedules to completion.
• Offer advanced support for escalated Tier 1 issues and user access issues.
• Maintain detailed support records using ticketing systems and collaborate with Tier 3 as needed.

Skills

Troubleshooting

Communication skills

Ticketing systems

Customer service

Multitasking

Education

Associate or bachelor’s degree in IT or related field

Tools

VMware

Hyper-V

Windows Server

Linux

Office 365

Jira

Job description

Overview:

Cyber Defense Technologies (CDT) is seeking a proactive and technically skilled Tier 2 Help Desk/ Systems Administrator. The ideal candidate will have strong troubleshooting abilities, excellent communication skills and experience resolving complex technical issues.

Clearance Requirements:

An active TS/SCI with Polygraph is required. Candidates who do not meet this clearance requirements will not be considered.

Responsibilities:

• Perform desktop and helpdesk and client onsite support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruption.
• Troubleshoot, identify, esc
• Responsible for the maintenance, configuration, and availability of computer systems, networks, and virtualization environments.
• Install and upgrade computer components, i.. e, hardware, firmware and software in both physical and virtual environments.
• Troubleshoot hardware and software errors by running diagnostics, document and analyze problems, drive issues towards resolutions
• Ability to prioritize individual workload to meet the needs of the team and program.
• Work within a defined Change Management process by suggesting new and existing IT infrastructure changes, plan hardware and software upgrades, uplift existing documentation, etc.
• Track/manage project scope activities, deliverables, schedules, budget inputs, and tasks list to successful completion.
• Provide advanced support for escalated technical issues from Tier 1, including hardware, software, network, system-related problems, user access issues
• Communicate clearly and professionally with end users, technical teams, and management and resolve technical problems
• Maintain detailed records of support interactions using ticketing systems (e.g., Jira, ServiceNow, Remedy etc.)
• Work collaboratively with Tier 3 or infrastructure teams for complex issues or project support
• Follow established security protocols and procedure when handling sensitive data
• 5% Travel

Qualifications:

• Working knowledge of virtualization, VMWare, Hyper‑V, or equivalent.
• Experience with Windows Systems Administration.
• Knowledge of Windows servers and current client operating systems.
• 3+ years of experience in an IT support role preferred.
• Ability to handle multiple changing and conflicting priorities.
• Ability to diagnose server/workstation or network alerts, events or issues.
• Strong interpersonal and communication skills, both written and verbal.
• Experience with common ticketing systems such as ServiceNow, Remedy, or Zendesk.
• Experience with Window OS, Linux, Office 365 and basic networking concepts
• Ability to work independently and in a team-oriented environment.
• Ability to work in a fast-paced environment.
• Excellent problem-solving and time management skills.

Preferred Qualifications:

• Experience with implementation, uplift, and use of automation processes and techniques, e.g., Ansible, Python, and Shell scripting.
• Experience implementation, upkeep, and troubleshooting technologies within Cloud/Virtual environment (Hybrid and/or on-premise)
• Experience with Type-1 Hypervisors, e.g., VMware, Nutanix, Hyper‑V
• Experience with hardening principles and frameworks, e.g. CIS benchmarks, SRG/STIGs, SCAP, GPOs, etc.
• Experience with Active Directory and/or LDAP
• CompTIA A+, Network+, Security + or similar certification.
• Associate or bachelor’s degree in IT, Computer Science or a related field.

Why Join Cyber Defense Technologies?

At CDT, we offer a collaborative and inclusive work environment where your expertise help desk can help shape the future of cybersecurity and engineering solutions.

Compensation and Benefits:

• Competitive salary based on experience.
• Comprehensive benefits package, including health, dental, and retirement plans.
• Opportunities for professional development and career advancement.

Salary Range: $120,000 - $160,000 based on experience

CDT is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity employer making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.