Tier II Helpdesk (TS/SCI)

Take2 Consulting, LLC; Springfield (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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

Skills

Tier II support

Documentation

Analytical skills

Attention to detail

Job description

Location: Springfield, VA (onsite)

Clearance: Active TS/SCI required; must be willing to obtain a polygraph

About the Role

We're looking for an Intermediate Help Desk Analyst to join a federal IT support team, providing Tier II operations and maintenance support. This role takes on more advanced troubleshooting and coordination responsibility than Tier I, working directly with technical teams to resolve escalated issues and maintain the quality of the help desk's documentation and reporting.

Responsibilities

• 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

Required Qualifications

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