Systems Engineering Solutions Corporation
Tier 2 Help Desk Specialist
Alexandria, Virginia, United States
No sponsorshipDetected 7 days ago
AzureCybersecurityJiraCustomer SupportCommunicationCollaborationProblem SolvingTime ManagementMentoringAdaptabilitySharePointCompTIA
About the role
- These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide.
- This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues.
- Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
Responsibilities
- Incident Support Communicate effectively with end users and stakeholders regarding issue status and resolution progress.
- Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
- Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
- Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
- Endpoint Management Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans.
- Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles.
- Provides laptop/desktop/phone support and provisioning.
- Service Requests and Support Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
- Quality and Performance Develop, maintain, and update knowledge articles Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register Analyze recurring incidents to identify root causes and recommend process or technology improvements.
- The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment.
Requirements
- The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs.
- 3 years of experience
- Bachelor's degree in
Skills
- SES provides a competitive salary and the following
Compensation
- SES provides a competitive salary and the following benefits: Medical Dental Vision AD&D STD LTD Company paid Life Insurance 401k with employer contribution Paid Time Off Pet Insurance
Benefits
- Medical Dental Vision AD&D STD LTD Company paid Life Insurance 401k with employer contribution Paid Time Off Pet Insurance
Visa & Work Authorization
- Ability to obtain public trust security clearance · Experience with Microsoft Intune and/or SCCM/MECM · Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA · Experience using Ser
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