Tier II Helpdesk Technician; TS​/SCI Eligible

Tier II Helpdesk Technician (TS/SCI Eligible)

Location: Alexandria, VA

Job Description: Provide phone and on‑site support for headquarters personnel and phone/remote desktop support for field offices. Support covers a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet), Classified (SIPRNet) & JWICS networks. Resolve trouble calls in a knowledgeable, friendly and professional manner.

Responsibilities:

• Meet established service level metrics for call response, technical support, and customer service.
• Input trouble calls into the OIG ticket tracking system, ensuring all relevant information is gathered and documented.
• Resolve trouble calls in person at the help desk, over phone, and/or through email.
• Analyze and resolve trouble tickets using tools such as remote desktop.
• Escalate trouble tickets when required by service desk processes to Tier III or appropriate team/individual.
• Provide follow‑up service to end‑users to ensure service provided by the Help Desk has addressed their needs promptly.
• Assign Trusted Agents responsible for issuing alternate tokens to HQ personnel when required.
• Fully document call resolution; maintain notes in the ticket tracking system and publish Knowledge Base articles when applicable.
• Maintain existing and create new SOPs for common Help Desk processes and activities.

Qualifications:

• DoD Active TS/SCI Clearance
• IAT Level II certification or Higher

Company

Description:

Lin Tech Global is an award‑winning, ISO 9001:2008 certified small business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cyber Security, and Training and Audio/Visual (AV) Solutions.

Benefits:

• Paid Time Off, Paid Holidays
• Company‑paid Life/AD&D
• Short‑Term and Long‑Term Disability
• Health Insurance with Company Contribution
• 401(k) Plan with Company Match up to 5%
• Employee Referral Bonus
• Annual Performance Bonus

EEO Statement: Lin Tech Global, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

Seniority level: Entry level

Employment type: Full‑time

Job function: Information Technology;
Industries: IT Services and IT Consulting

Posted 3 days ago