Tier II Helpdesk (TS/SCI)
Technology
Job Description
Help Desk Analyst / Tier II IT Support Technician
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Location: Springfield, VA (onsite)
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Clearance: Active TS/SCI required; must be willing to obtain a polygraph
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About the Role
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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.
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Responsibilities
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- 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
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Required Qualifications
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- Active TS/SCI clearance
- Willingness to obtain a polygraph
- Prior Tier 1 help desk or technical support experience
- Strong documentation and analytical skills
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