Help Desk Support, Tier Ii Deskside Support Category Location Alexandria, Virginia Remote Type

Info Gain Consulting LLC

Alexandria, Virginia, USA
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Tier ii it support
Trouble call resolution
Ticket tracking system
** Info Gain Consulting LLC is seeking a Help Desk Support Tier II specialist to provide IT support for the Department of Defense Office of Inspector General. The role requires a Secret clearance, U.S. citizenship, and experience in desktop support, troubleshooting, and customer service. **

Job Summary

  • Provide Tier II level Information Technology (IT) support and trouble call resolution for all issues elevated from Tier I support.
  • Document incidents using the DoD OIG ticket tracking system and create and publish knowledge base articles when applicable.
  • Meet DoD OIG established service level metrics for call response, technical support, and customer service.

Matching Summary

Match Score: 75

** Info Gain Consulting LLC is seeking a Help Desk Support Tier II specialist to provide IT support for the Department of Defense Office of Inspector General. The role requires a Secret clearance, U.S. citizenship, and experience in desktop support, troubleshooting, and customer service. **

Skills & Requirements

Must-have

  • Tier II IT support
  • Trouble call resolution
  • Ticket tracking system
  • Knowledge base articles
  • Service level metrics
  • Deskside support
  • Network account modifications
  • Computer system imaging
  • Software installation and patching
  • Hardware and peripheral troubleshooting
  • Log monitoring and incident response
  • Urgent loaner laptop requests

Nice-to-have

  • Strong customer service skills
  • Communicate technical information
  • ITIL Foundation certification
  • Experience supporting DoD customers
  • Microsoft Windows and Office experience
  • Active Directory and Group Policy
  • NIPRNet and SIPRNet familiarity
  • SCCM or similar imaging tools
  • CompTIA Security+ certification
  • VDI and thin client technologies

Key Requirements

  • 3-5 years of experience
  • Associate degree or equivalent
  • DoD 8570.01-M IA computing certifications
  • Active Secret security clearance
  • United States Citizenship

Work Rights

Must have Secret clearance and US Citizenship

Tailored Resume

Cover Letter