Tier 2 Help Desk Analyst

Overview Tier 2 Help Desk Analyst Arlington, VA SecuriGence is seeking a Tier 2 Help Desk Analyst to support our technology services in a national security environment. Responsibilities Answer calls and execute request fulfillment actions, providing functional user support and training; perform initial diagnostics and troubleshooting. Provide account management and password services, diagnosing and resolving issues on both unclassified and classified office information systems. Support implementation, troubleshooting, and maintenance of IT systems. Provide first‑level problem identification, diagnosis, and resolution of problems. Maintain and restore normal IT operations with minimal impact on business activity of end users. Offer tier 1 support for PC, server, or mainframe applications or hardware. Collaborate with network services, software systems engineering, or applications development to restore service or correct core problems. Simulate or recreate user problems to resolve operating difficulties. Recommend system modifications to reduce user problems. Provide local and remote technical support services across multiple networks within the agency. Develop and document process enhancements; assist other departments for continuous improvement. Work with the IT Help Desk Lead to ensure service levels meet contract standards. Contribute to change management; represent customer interests when assessing risk and impact. Provide leadership to small teams or team members, where appropriate. Meticulously record all incident details in a ticketing system. Utilize internal knowledge bases to resolve known issues quickly. Escalate tickets to Tier 3 or specialized teams, documenting troubleshooting steps. Perform other duties as assigned. Qualifications Associate’s degree; or equivalent with 2+ years of relevant experience. 3+ years of relevant experience. DoD IAT Level II Certification required. DoD Top Secret Clearance required (Top Secret with SCI eligibility preferred). Knowledge, Skills and Abilities Understanding of applying basic security principles to the computing environment. Ability to troubleshoot hardware and software issues on desktops, printers, scanners, and other peripherals. Demonstrated ability to analyze, diagnose, and recommend solutions for hardware and software problems. Experience with installation, configuration, and learning of unique applications. Proficiency with Microsoft products (Windows, Office, security features) and other common software. Experience installing and supporting workstation hardware. Knowledge of industry‑standard incident ticket‑tracking systems. Excellent written and verbal communication skills; strong customer‑service orientation. Benefits We offer a comprehensive benefits package to support our employees' health, well‑being, and professional growth. #J-18808-Ljbffr Chenega MIOS SBU