Tier II Help Desk Analyst, TS/SCI Onsite Springfield

Take2 Consulting, LLC; Springfield (VA); Presencial; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

Take2 Consulting, LLC is seeking an Intermediate Help Desk Analyst to join a federal IT support team in Springfield, VA. The role focuses on Tier II operations and maintenance, performing advanced troubleshooting and coordinating resolutions with technical teams to ensure high-quality support documentation and reporting.

Responsibilities include Tier 2 support, maintaining SOPs, producing daily metrics, updating test scripts, and assisting with audits and baseline integrity through access

Formación

• Active TS/SCI clearance.
• Willingness to obtain a polygraph.
• Prior Tier 1 help desk or technical support experience.
• Strong documentation and analytical skills.

Responsabilidades

• Execute Tier 2 support: advanced triage, reproducible issue documentation, workaround identification, and coordinated resolution with technical teams
• Maintain Help Desk SOPs and knowledge content; ensure ticket categorization, prioritization, and closure notes meet quality standards
• Produce daily Help Desk metrics and statistics, highlighting trends such as repeat incidents, aging tickets, and peak volumes for action
• Support enhancements by running regression/UAT steps, updating test scripts, documenting results, and updating end-user training materials as needed
• Assist with access administration documentation and configuration/change tracking needed for audits and baseline integrity

Conocimientos

Tier II support

Documentation

Analytical skills

Attention to detail

Descripción del empleo

Take2 Consulting, LLC is seeking an Intermediate Help Desk Analyst to join a federal IT support team in Springfield, VA. The role focuses on Tier II operations and maintenance, performing advanced troubleshooting and coordinating resolutions with technical teams to ensure high-quality support documentation and reporting.

Responsibilities include Tier 2 support, maintaining SOPs, producing daily metrics, updating test scripts, and assisting with audits and baseline integrity through access