remote
Tier 2 Help Desk Analyst - Chenega Corporation
Software Engineer
Tier 2 Help Desk Analyst providing advanced technical support for classified and unclassified IT environments, troubleshooting complex issues across Windows, Linux, and network infrastructure while managing tickets in ServiceNow.
About the role
Key Responsibilities
- Diagnose and resolve Tier 2 support tickets for both classified and unclassified systems, ensuring minimal downtime for federal operations.
- Provide hands‑on troubleshooting for Windows Server, Linux, and network devices, including Active Directory, DNS, DHCP, and VPN connectivity.
- Escalate unresolved issues to Tier 3 or specialized teams, documenting root causes and resolution steps in ServiceNow.
- Maintain accurate knowledge base articles and contribute to continuous improvement of support processes.
- Participate in on‑call rotations and 24/7 support cycles as required by mission‑critical environments.
Requirements
- 3+ years of experience in a Tier 2 help desk or technical support role.
- Strong command of Windows Server and Linux administration.
- Proficiency with Active Directory, networking protocols, and VPN technologies.
- Experience using ServiceNow or similar ticketing systems.
- Excellent communication skills and ability to work in a high‑security, federal environment.
Skills
windows serverlinuxactive directoryservicenow