Help Desk Technician - Tier 2

Job description

Work Arrangement This is an onsite position at Pope field, North Carolina Job Overview: The Help Desk Technician Tier 2 provides frontline technical and management support across the program. This role performs troubleshooting, resolves technical issues, and ensures accurate documentation of incidents. The technician works in a fast paced, 24/7/365 operational environment supporting critical C2ISR systems and user communities. Essential Functions: - Perform in-depth troubleshooting, diagnostics, and resolution of complex issues across all services in the service catalog. - Assist users through multiple communication channels, including in person, phone, chat, remote desktop, automated workflows, email, and knowledge articles. - Deliver Tier II/Tier III support during standard business hours and resolve escalations from Tier I teams. - Participate in 24/7/365 operational coverage, including shift-based work schedules. - Support OCONUS personnel with advanced technical assistance and incident resolution. - Maintain precise documentation for all service requests, troubleshooting steps, solutions, and escalations. Utilize role-specific tools including: - Service desk ticketing platform...