Tier II Help Desk / Systems Administrator

Tier II Help Desk / Systems AdministratorAs 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, MDSchedule: Full-TimeShift: Monday–Friday, 10:00 AM – 6:00 PMTraining Schedule: Monday–Friday, 6:00 AM – 2:00 PM or 7:00 AM – 3:00 PMClearance Required: Active TS/SCI with Full Scope PolygraphResponsibilitiesProvide 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 QualificationsActive 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 QualificationsEnterprise help desk experienceSystems administration experienceCloud infrastructure supportWindows Server administrationActive DirectoryMicrosoft 365Enterprise ticketing systemsRemote monitoring and management toolsITIL experienceExperience supporting Department of Defense or Intelligence Community customers