Tier 2 Helpdesk

Career Listings; Albuquerque (NM); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Profit sharing

Tuition assistance

Vision insurance

Job summary

SarelaTech seeks a Sr. Tier 2 Helpdesk Specialist to support a large DoD migration and operations contract in Albuquerque.

The role involves IT service desk support, desktop and endpoint administration, VDI and SIPR client remediation, and adherence to ITSM/ITIL protocols on classified and unclassified systems. The ideal candidate holds an active DoD TS/SCI clearance, IAT II certification, and substantial experience with ticketing systems and complex IT incidents.

Qualifications

• High School diploma and 8+ years of relevant experience.
• Active DoD TS/SCI clearance at time of consideration.
• Current 8140 (formerly 8570), IAT Level II (SEC+ or equivalent) before start date and maintain certification for the DTRA I3TS contract.
• Experience with IT customer service including ticketing system usage for SLA adherence.
• Ability to meet service levels and targets.

Responsibilities

• Troubleshoot, resolve, or escape remote and deskside IT issues.
• Resolve connection and imaging issues on classified/unclassified endpoints.
• Perform VDI troubleshooting and SIPR thin client remediation.
• Deploy and troubleshoot printers and coordinate vendor servicing.
• Set up IT equipment for onboarding and perform routine desktop installation tasks.
• Conduct root-cause analysis for complex IT incidents.
• Coordinate desktop installation projects and maintain deployment dashboards.
• Comply with ITSM/ITIL and security protocols; author KBAs and brief leadership.

Skills

IT support

Desk-side support

Remote takeover tools

IT ticketing system

Cybersecurity defense

Education

High School diploma

Tools

IT ticketing system

Remote takeover tools

Job description

SarelaTech is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Albuquerque. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

Clearance: Must currently hold an active DOD TS/SCI clearance.

Primary Responsibilities

Technical Support

• Troubleshoot, resolve, or escape remote and deskside IT issues.
• Resolve connection and imaging issues on classified/unclassified endpoints.
• Perform VDI troubleshooting and resets on SIPR thin clients.
• Deploy and troubleshoot MFDs/printers, and coordinate vendor servicing.
• Set up IT equipment (ADPE) for new employee onboarding.
• Execute routine desktop installation and hardware setup tasks.

Advanced Technical Support

• Perform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.
• Troubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments).
• Execute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation.
• Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.
• Remediate complex account administration issues and secure access controls for enterprise applications and services.

Deployment & Infrastructure Support

• Coordinate and execute comprehensive desktop installation projects, encompassing ADPE setup, VTC suites, and network validation.
• Maintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status.

Process & Compliance

• Execute all technical interventions in strict compliance with ITSM, ITIL, and information systems security/assurance protocols.
• Author comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes.
• Deliver prompt, high-level technical customer service, clearly communicating service degradations and remediation steps to users.
• Mentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies.

Required Qualifications

• High School with 8+ years of relevant experience.
• Active DoD TS/SCI clearance at time of consideration.
• Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.
• Experience in IT customer service including two (6) years of IT ticketing system experience and one (2) year of experience in remote desk takeover tools and usage.
• Experience meeting service level goals and targets.

Desired Qualifications

• Systems or network administration experience in Windows environment and/or advanced PowerShell, scripting
• Familiarity with automated call distribution systems.
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Profit sharing
• Tuition assistance
• Vision insurance