Service Desk Technician (Washington, DC) with Security Clearance

Position Title: Help Desk Technician
Client: National Defense University
Location: Washington, DC
Clearance: Secret Certifications: IAT II Tier 2 Helpdesk Technician We are seeking a Tier 2 Helpdesk Technician to provide advanced technical support for end users and business systems. This role handles escalated issues from Tier 1, troubleshoots hardware, software, and network problems, and ensures timely resolution with minimal disruption.

Key Responsibilities:

• Resolve escalated tickets involving desktops, applications, and network issues • Diagnose and troubleshoot Windows/macOS systems, email, VPN, and enterprise tools • Support user account management (Active Directory, permissions, access issues) • Document solutions and update knowledge base articles • Collaborate with Tier 3 teams/vendors for complex incidents • Maintain SLAs and provide clear user communication Requirements:
• 2–4 years of IT support experience • Strong troubleshooting and problem-solving skills • Familiarity with ticketing systems and remote support tools • Knowledge of networking basics (DNS, DHCP, TCP/IP) • Good communication and customer service skills