Tier II Help Desk Specialist — Secure IT Support

Njvc LLC; Arlington (VA); On-site; USD 54,000 - 66,000; Full time

Job summary

Chenega MIOS in Arlington, VA is seeking a Tier 2 Help Desk Analyst to provide advanced technical support for classified and unclassified IT environments supporting a federal government customer.

The role handles escalated issues, troubleshooting, system maintenance, and compliance with federal security and service delivery requirements, ensuring minimal disruption to mission operations and offering local and remote support across multiple networks.

Qualifications

• Bachelor's degree or 2+ years relevant IT experience due to alternatives.
• 5+ years IT experience supporting end users in secure environments.
• DoD IAT Level II Certification required (e.g., Security+ CE, GSEC, CCNA Security).
• Active DoD Top Secret Clearance required with eligibility to obtain SCI.
• Successfully pass background and drug screening.

Responsibilities

• Answer calls, fulfill service requests, and provide initial diagnostics for classified and unclassified systems.
• Provide support for implementation, troubleshooting, and maintenance of IT systems per DoD standards.
• Perform Tier II problem identification, diagnosis, and resolution of hardware, software, and network issues.
• Restore end-user systems to normal IT operations with minimal impact on mission-critical activities.
• Deliver Tier II support for PCs, servers, applications, and hardware across multiple networks.
• Collaborate with network services, systems engineering, and application development teams to restore services and address root-cause issues.
• Simulate or recreate user problems to analyze and resolve complex technical difficulties.
• Recommend system or configuration modifications to prevent recurring user issues.
• Provide both local and remote technical support across multiple secure networks.
• Develop and document processes, procedures, and knowledge base articles to improve efficiency and service quality.
• Assist the IT Help Desk Lead in ensuring compliance with Service Level Objectives (SLOs) and contractual standards.
• Support the change management process, representing the customers interests in risk and impact assessments.
• Mentor or provide leadership to small teams or less experienced team members, as required.
• Other duties as assigned

Skills

Security principles

Troubleshooting desktops/printing/SC

Windows OS & Office

Incident ticketing

Customer communication

Education

Bachelor's IT or related

Associates +2 years IT

HS diploma +4 years IT

Job description

Chenega MIOS in Arlington, VA is seeking a Tier 2 Help Desk Analyst to provide advanced technical support for classified and unclassified IT environments supporting a federal government customer.

The role handles escalated issues, troubleshooting, system maintenance, and compliance with federal security and service delivery requirements, ensuring minimal disruption to mission operations and offering local and remote support across multiple networks.