Help Desk Specialist (Tier I/II)
On-siteReston, Virginia, United States
Job Summary
Respond to service desk tickets, user requests, and system alerts in accordance with established Service Level Agreements. Troubleshoot application, system, and user issues, perform root cause analysis, and escalate complex problems to engineering teams. Monitor system performance, message flow, and operational health using enterprise tools to ensure uptime and reliability. Maintain accurate documentation of incidents, resolutions, and procedures while participating in shift turnover activities. Provide Tier I and Tier II technical support for enterprise messaging systems and application sustainment in a mission-critical environment.
Required Qualifications
- Active TOP Secret with VA Customer Favorable Poly Clearance
- High School Diploma or GED
- Associate's or Bachelor's degree
- 2–5 years of Help Desk, Service Desk, Operations Support, Technical Support, or IT Support experience
- Experience providing Tier I and Tier II technical support in a production or operational environment
- Strong troubleshooting and diagnostic skills across applications, systems, and user support issues
- Experience utilizing ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms
- Experience monitoring systems, responding to incidents, and supporting operational environments
- Ability to work effectively in a structured, process-driven environment
- Strong written and verbal communication skills
- Ability to prioritize multiple tasks and work independently with minimal supervision
- TS SCI with Favorable VA Customer Poly
Desired Qualifications
- Experience supporting enterprise messaging systems, data processing environments, or mission-critical applications
- Familiarity with Windows Server, Linux, Active Directory, Microsoft 365, Exchange, or cloud-based environments
- Knowledge of system administration, application sustainment, and operational support processes
- Experience supporting high-volume structured and unstructured data environments
- CompTIA A+, Security+, Network+, ITIL, or related certifications
- Active Top Secret SCI with higher Poly
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