Service Desk Technician Tier 2

Service Desk Technician Tier 2

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

SecuriGence is seeking a Service Desk Technician Tier 2 to join our IT support team in Washington, DC. This position provides hands-on desktop support for federal government users, ensuring the timely resolution of technical issues and the seamless operation of IT systems. The role is responsible for troubleshooting, workstation deployment, VIP support, and contributing to the overall efficiency of the FCC IT environment.

Responsibilities

• Provide in-person Tier II support for desktops, laptops, mobile devices, peripherals, and network connectivity issues.
• Deploy, configure, and secure workstations and IT equipment in compliance with federal security standards and agency configuration baselines.
• Manage, document, and track incidents and service requests using the approved ticketing system, ensuring timely resolution and adherence to service-level agreements (SLAs).
• Deliver VIP and executive-level IT support with discretion, professionalism, and urgency.
• Support new hire onboarding and employee offboarding processes, including account provisioning/deprovisioning, hardware deployment, and access control.
• Maintain asset inventory records, ensuring accountability and compliance with federal property management policies.
• Document technical procedures, knowledge base articles, and lessons learned to improve service delivery and support continuity.
• Escalate unresolved technical issues to Tier III or engineering teams, providing detailed documentation of troubleshooting steps taken.
• Ensure adherence to ITIL best practices for incident, problem, and change management.
• Support compliance with cybersecurity policies, federal IT security requirements, and agency-approved procedures.
• Perform other IT support duties as assigned in alignment with federal mission objectives.
• Other duties as assigned.

Qualifications

• Bachelor's degree and 2+ years of relevant IT experience; OR
• Associate degree and 4+ years of relevant IT experience; OR
• High School diploma and 6+ years of relevant IT experience.
• Must be a U.S. Citizen with the ability to obtain and maintain a Public Trust Clearance

Knowledge, Skills, and Abilities:

• Strong knowledge of Microsoft Windows operating systems, Office 365, Active Directory, and common enterprise applications.
• Ability to follow federal IT security and compliance guidelines in daily operations.
• Familiarity with ITIL processes for incident, problem, and change management.
• Excellent troubleshooting skills with the ability to analyze, diagnose, and resolve technical issues independently.
• Strong interpersonal and communication skills with the ability to interact effectively with end users, technical staff, and executive-level stakeholders.
• Demonstrated ability to work in a fast-paced, mission-driven federal contracting environment while maintaining accuracy and attention to detail.
• Customer-focused, professional demeanor with the ability to provide courteous and effective technical support.
• Experience with IT asset management systems, service ticketing platforms, and technical documentation.
• Ability to prioritize multiple tasks and meet deadlines under time-sensitive conditions.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Estimated Salary/Wage

Up to USD $30.00/Hr.