Tier II Help Desk Technician

This role supports an enterprise IT infrastructure planning and management system used for processing IT requirements, infrastructure funding requests, portfolio management, cable plant documentation, and geospatial-layer data. The position provides Tier II technical support, troubleshooting, documentation, testing, and collaboration with software engineering teams to ensure system stability and user satisfaction. The system operates on an Oracle and Microsoft .NET Framework (4.8) architecture.

The Tier II Help Desk Technician serves as the escalation point for user inquiries, technical issues, and defect identification. Responsibilities include system sustainment, issue triage, work order creation, software testing, and coordination with Tier I and engineering teams.

• Respond to and resolve Tier II support inquiries promptly and professionally.
• Create and manage customer work orders within the enterprise web application.
• Provide advanced technical assistance via phone, email, and collaboration tools.
• Coordinate with Tier I support and software engineering teams to identify issues and escalate defects.
• Prioritize and respond immediately to high-priority or VIP support requests.
• Build and maintain positive working relationships with end users to understand support needs.
• Diagnose, research, and resolve complex software and hardware issues.
• Perform end-user testing of software releases/builds and log defects in Azure Dev Ops (ADO).
• Document, track, and monitor issues to ensure timely and accurate resolution.
• Collaborate with Help Desk leadership to meet support metrics and customer requirements.
• Provide guidance and mentorship to Tier I help desk personnel.
• Identify and communicate potential risks affecting users or the software environment.
• Maintain current knowledge of emerging IT tools, technologies, and support practices.

• Demonstrated exceptional customer service capabilities.
• Strong commitment to high-quality user support.
• Excellent verbal and written communication skills across phone, email, and chat channels.
• Broad understanding of IT networks, systems technologies, troubleshooting methodologies, and support processes.
• Proven ability to diagnose and resolve complex technical issues.

• Bachelor’s degree in computer science or equivalent combination of education and experience.
• 3+ years Help Desk or technical support experience.
• 3+ years customer service experience, preferably in a call center or enterprise environment.
• 3+ years' experience in the IT field.
• 2+ years' experience performing user software testing.
• Active DoD Secret Clearance
• Proficiency with:
  • Azure Dev Ops (ADO)
  • Ticketing/support systems
  • VPN technologies
  • Microsoft 365 Suite
  • Windows 11
  • Microsoft Teams
  • Laptop provisioning/support tools