Tier 2Helpdesk

Career Listings; Albuquerque (NM); On-site; USD 90,000 - 120,000; Full time

Job summary

SareleTech seeks a Sr. Tier 2 Helpdesk Specialist to support a large DoD IT program on Fort Belvoir, VA. The role involves lifecycle IT support, desktop installation, VDI diagnostics, and enhanced cybersecurity for classified and unclassified endpoints. Active TS/SCI clearance is required.

Responsibilities include advanced technical support, deployment coordination, and knowledge-base documentation while maintaining ITIL-aligned processes. Strong customer service and SLA adherence are expected.

Qualifications

• Experience in IT customer service and meeting service level goals.
• Two or more years of IT ticketing system experience.
• Experience with remote desk takeover tools and usage.

Responsibilities

• Troubleshoot, resolve, or escalate remote and deskside IT issues.
• Resolve connection and imaging issues on endpoints (classified/unclassified).
• Perform VDI troubleshooting and resets on SIPR thin clients.
• Deploy and troubleshoot printers and coordinate vendor servicing.
• Set up IT equipment for onboarding and hardware setup tasks.
• Coordinate and execute desktop installation projects and network validation.

Skills

Customer service

Ticketing systems

Remote desk takeover tools

Endpoint troubleshooting

Tools

Remote takeover tools

Job description

Benefits:

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

SareleTech is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in Fort Belvoir, VA. 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 elevate 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.