Position Title: Help Desk Technician Tier II
Location: Washington, DC
Clearance: TS/SCI. Due to the nature of this government contract, U.S. Citizenship is required.

NEOSTEK, Inc. is looking for a Help Desk Technician Tier 2 who will be responsible for providing 24x7 second-level technical support to customers via phone, email, or chat.

Responsibilities:

• Troubleshooting and resolving complex desktop, network, and server issues, such as hardware failures, malware infections, configuration errors, Outlook/Exchange issues, etc.
• Assisting Tier 1 support with escalated issues, and providing guidance and training to junior technicians.
• Maintaining and installing the standard image for corporate devices.
• Providing updates for the incident and problem resolution in the ticketing system/knowledge bases.
• Offering general server support.
• Maintaining a positive working relationship with the client.
• Other duties as assigned.

Requirements:

• Due to the nature of this government contract, US citizenship is required.
• A current TS clearance required with a TS/SCI clearance preferred.
• Ability to work on-site in Washington, DC.
• 3 years of experience in IT help desk or IT customer service.
• Advanced knowledge of Windows, Mac, and Linux operating systems, Microsoft Office applications, and common IT hardware and software.
• Experience with network protocols, firewalls, routers, switches, and servers.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work independently and as part of a team.
• Attention to detail, accuracy, and organization.
• Prior experience in government contracting a plus.

Educational Requirements:

• Bachelor Degree preferred

Tools & Technologies:

• ServiceNow
• SolarWinds
• MS Exchange
• SharePoint

Mandatory Requirements:

• Due to the nature of this government contract, US citizenship is required.
• A current TS clearance.
• 2 years of experience in IT help desk or IT customer service.

NEOSTEK, Inc. is an Equal Opportunity Employer (EOE): AA M/F/Vet/Disability

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Day shift
• Evening shift
• Every weekend
• Night shift
• Weekdays

Application Question(s):

• Due to the nature of this government contract, US citizenship is required. Are you a US citizen?

Experience:

• Help desk: 2 years (Required)

Security clearance:

• Top Secret (Required)

Shift availability:

• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person