Tier II Help Desk / Systems Administrator

Omniscius Consulting; Maryland; On-site; USD 80,000 - 100,000; Full time

Job summary

Omniscius Consulting is looking for a Tier II Help Desk / Systems Administrator based in Annapolis Junction, MD. In this role, you will provide advanced technical support to enterprise users and ensure operational excellence through thorough problem-solving and mentoring junior technicians.

The ideal candidate will have strong communication skills and extensive experience in technical support, along with an active TS/SCI Clearance. This full-time position requires a commitment to exceptional customer service and an ability to work independently in a fast-paced environment.

Qualifications

• Active TS/SCI Clearance with Full Scope Polygraph is required.
• Experience in enterprise help desk environments.
• Strong troubleshooting skills for desktop and network issues.

Responsibilities

• Provide Tier II technical support for desktop, network, hardware, and software issues.
• Troubleshoot and resolve complex technical problems affecting enterprise users.
• Document incidents, resolutions, and technical procedures in the ticketing system.

Skills

Desktop hardware troubleshooting

Remote Desktop tools usage

Strong analytical skills

Excellent communication skills

Customer service skills

Education

Bachelor's degree and 10 years of experience

CompTIA A+ CE

CompTIA Network+ CE

Tools

Remote monitoring tools

Enterprise ticketing systems

Job description

As a Tier II Help Desk / Systems Administrator, you will provide advanced technical support to enterprise users by diagnosing, troubleshooting, and resolving hardware, software, desktop, and cloud infrastructure issues. You will support users worldwide through remote support technologies while mentoring junior technicians and helping maintain operational excellence across the enterprise.

Location: Annapolis Junction, MD

Schedule: Full-Time

Shift: Monday–Friday, 10:00 AM – 6:00 PM

Training Schedule: Monday–Friday, 6:00 AM – 2:00 PM or 7:00 AM – 3:00 PM

Clearance Required: Active TS/SCI with Full Scope Polygraph

Responsibilities

• Provide Tier II technical support for desktop, network, hardware, and software issues.
• Troubleshoot and resolve complex technical problems affecting enterprise users.
• Provide remote support using Remote Desktop, desktop mirroring, and remote assistance tools.
• Support users across worldwide enterprise locations.
• Investigate, document, resolve, and follow up on help desk incidents involving cloud infrastructure and enterprise systems.
• Apply structured troubleshooting methodologies to identify root causes and implement effective solutions.
• Escalate complex issues when appropriate while maintaining ownership through resolution.
• Install, configure, and support desktop hardware, peripherals, operating systems, and enterprise software.
• Document incidents, resolutions, and technical procedures within the organization’s ticketing system.
• Assist with system maintenance, upgrades, and operational support activities.
• Provide guidance and mentoring to junior support personnel.
• Deliver exceptional customer service while maintaining compliance with security and operational procedures.

Required Qualifications

• Active TS/SCI Clearance with Full Scope Polygraph.
• Bachelor’s degree and at least 10 years of relevant experience, or a high school diploma/GED with at least 15 years of relevant experience.
• Experience providing Tier II technical support in an enterprise environment.
• Strong knowledge of desktop hardware and troubleshooting.
• Experience using Remote Desktop and Remote Assistance tools.
• Experience supporting Windows desktop environments.
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently while supporting multiple priorities.
• Strong customer service and interpersonal skills.
• DoD 8570 IAT Level I certification.
• CompTIA A+ CE and/or CompTIA Network+ CE (or equivalent certification meeting DoD 8570 requirements).

Preferred Qualifications

• Enterprise help desk experience
• Systems administration experience
• Cloud infrastructure support
• Windows Server administration
• Active Directory
• Microsoft 365
• Enterprise ticketing systems
• Remote monitoring and management tools
• ITIL experience
• Experience supporting Department of Defense or Intelligence Community customers