Tier 2 Help Desk Analyst

Job Title

ValidaTek is seeking a Tier 2 Analyst who will resolve escalated, complex technical issues for a large IT modernization and transformational program for our DISA customer.

Job Description

The Tier 2 Analyst will provide in-depth troubleshooting for software, hardware, and networking problems.

Responsibilities

Diagnose and resolve complex technical issues that have been escalated from Tier 1 support, requiring a deeper understanding of systems and applications.

Using remote access tools to perform in-depth troubleshooting and repairs.

Conducting diagnostic tests to pinpoint root cause of issues.

Providing training and best practice guidance to end-users to improve their technical self-sufficiency.

Creating and maintaining detailed documentation of support requirements, troubleshooting steps, and resolutions, contributing to a comprehensive knowledge base.

Possessing a strong knowledge of enterprise platforms, operating systems, and network systems to effectively support users.

Qualifications

To be considered, candidates must have:

3 to 7 years of experience supporting help desk activities for complex IT systems, preferably in a federal government contracting environment.

A proven ability to diagnose and resolve complex technical issues.

Strong communication skills as well as a customer service orientation to resolving end-user problems.

An identity as a problem-solver who stays calm in a fast-paced environment.

A TS/SCI level clearance.

A bachelor's degree in computer science/related subjects or equivalent work experience.

Salary

Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications. The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance.

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Applicants who are selected for employment will be required to verify authorization to work in the United States. Offers of employment will be contingent upon passing a post-offer background check.