Tier II Help Desk & Systems Administrator at DoD Enterprise
Overview
Own Tier II technical support for enterprise users across global locations with a focus on desktop, network, hardware, software, and cloud infrastructure. You will mentor junior technicians and help maintain operational excellence while supporting secure DoD environments. This role is onsite in the DC area with a clear TS/SCI polygraph and a schedule that aligns with enterprise needs. What makes this role unique is the combination of hands-on administration, security compliance, and cross-location collaboration.
What You'll Do10
- 1Provide Tier II technical support for desktop, network, hardware, and software issues and drive resolution
- 2Troubleshoot and resolve complex problems affecting enterprise users across worldwide locations
- 3Deliver remote support using Remote Desktop and other tools and document steps for future reuse
- 4Investigate, document, resolve, and follow up on incidents involving cloud infrastructure and enterprise systems
- 5Apply structured troubleshooting methodologies to identify root causes and implement effective solutions
- 6Escalate complex issues while maintaining ownership through resolution and clear communication
- 7Install, configure, and support desktop hardware, peripherals, operating systems, and enterprise software
- 8Document incidents, resolutions, and technical procedures in the ticketing system using standardized formats
- 9Assist with system maintenance, upgrades, and operational support activities
- 10Mentor and guide junior support personnel to improve team capability and service quality
Requirements10
- 1Active TS/SCI Clearance with Full Scope Polygraph
- 2Bachelor's degree and at least 10+ years of relevant experience, or a high school diploma/GED with at least 15+ years of relevant experience
- 3Experience providing Tier II technical support in an enterprise environment
- 4Strong knowledge of desktop hardware and troubleshooting
- 5Experience using Remote Desktop and Remote Assistance tools
- 6Experience supporting Windows desktop environments
- 7Strong analytical and problem-solving skills
- 8Excellent verbal and written communication skills
- 9Ability to work independently while supporting multiple priorities
- 10DoD 8570 IAT Level I certification and CompTIA A+ CE and/or CompTIA Network+ CE (or equivalent)
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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