Tier 2 IT Help Desk Analyst - Secure, Remote Support

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

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.