The Tier II Help Desk serves as an escalation point for federal users requiring advanced technical assistance. This role provides Tier II support by diagnosing, troubleshooting, resolving, documenting, and coordinating the resolution of incidents and service requests that require technical expertise beyond Tier I support. The Tier II Help Desk works closely with Tier I personnel, users, system administrators, engineers, cybersecurity personnel, application teams, vendors, and other stakeholders to restore services and resolve technical issues while ensuring compliance with customer procedures, service-level requirements, cybersecurity standards, and mission objectives.
The position also supports technical troubleshooting, endpoint and account administration within authorized permissions, knowledge management, problem identification, and continuous improvement of service-desk operations.
Duties/Responsibilities:
- Receive, investigate, and resolve incidents and service requests escalated from Tier I or assigned directly to Tier II.
- Perform advanced troubleshooting of Windows 10/11 desktops and laptops, Microsoft 365 applications, mobile devices, printers, peripherals, and approved customer technologies.
- Diagnose and resolve operating-system, software, hardware, network-connectivity, VPN, remote-access, authentication, multifactor-authentication, and user-profile issues.
- Troubleshoot Active Directory, Microsoft Entra ID, group membership, account access, authentication, permissions, and related identity-management issues within assigned access permissions.
- Support endpoint configuration, deployment, patching, software distribution, device management, and troubleshooting using Microsoft Intune, Microsoft Endpoint Configuration Manager/SCCM, or comparable technologies.
- Troubleshoot Citrix, virtual desktop infrastructure, remote desktop, and other approved virtual or remote-access environments.
- Perform software installation, configuration, testing, repair, and remediation in accordance with customer procedures and security requirements.
- Analyze ticket history, system information, logs, error messages, knowledge articles, and other technical information to diagnose complex or recurring issues.
- Take ownership of escalated incidents and service requests and coordinate troubleshooting through resolution.
- Escalate issues requiring Tier III, engineering, cybersecurity, application, telecommunications, infrastructure, or vendor support and provide complete technical documentation of troubleshooting already performed.
- Coordinate with system administrators, network teams, cybersecurity personnel, application teams, vendors, and other stakeholders during incident resolution.