Tier II Helpdesk Technician - Hybrid IT Support

Shee Atika Government Services Careers; Maryland; Hybrid; USD 48,000 - 70,000; Full time

Job summary

Alaska Northstar Resources seeks a Tier II Helpdesk Technician to support Aberdeen Proving Ground, MD, in a hybrid on-site/remote role with 1-2 days on campus. You will respond to inquiries, troubleshoot issues, and guide users through fixes, using ServiceNow and other tools.

Requirements include US citizenship, a DoD Secret Clearance, and a Security+ CE or equivalent 8570 IAT Level II certification, plus 2+ years in help desk or customer support.

Qualifications

• US citizenship is required.
• Active DoD Secret Clearance is required.
• CompTIA Security+ CE or other 8570 IAT Level II certification.
• 2+ years experience in help desk or customer support.
• Strong customer service via email, phone and chat.

Responsibilities

• Answer questions about installation, operation, configuration and usage of products.
• Apply diagnostic techniques to identify problems and propose solutions.
• Maintain user hardware and software.
• Serve as the first local contact for technical assistance by phone or email.
• Perform remote troubleshooting and guide customers through problem-solving steps.
• Record events and resolutions in the ticketing system and update status.

Skills

US Citizenship

DoD Secret Clearance

Security+ CE

Help desk experience

Customer service

Troubleshooting

Remote/On-site support

Tools

ServiceNow

Job description

Alaska Northstar Resources seeks a Tier II Helpdesk Technician to support Aberdeen Proving Ground, MD, in a hybrid on-site/remote role with 1-2 days on campus. You will respond to inquiries, troubleshoot issues, and guide users through fixes, using ServiceNow and other tools.

Requirements include US citizenship, a DoD Secret Clearance, and a Security+ CE or equivalent 8570 IAT Level II certification, plus 2+ years in help desk or customer support.