Tier II Helpdesk (TS/SCI)

Help Desk Analyst / Tier II IT Support TechnicianLocation: Springfield, VA (onsite)Clearance: Active TS/SCI required; must be willing to obtain a polygraphAbout the RoleWe're looking for an Intermediate Help Desk Analyst to join a federal IT support team, providing Tier II operations and maintenance support. This role takes on more advanced troubleshooting and coordination responsibility than Tier I, working directly with technical teams to resolve escalated issues and maintain the quality of the help desk's documentation and reporting.ResponsibilitiesExecute Tier 2 support: advanced triage, reproducible issue documentation, workaround identification, and coordinated resolution with technical teamsMaintain Help Desk SOPs and knowledge content; ensure ticket categorization, prioritization, and closure notes meet quality standardsProduce daily Help Desk metrics and statistics, highlighting trends such as repeat incidents, aging tickets, and peak volumes for actionSupport enhancements by running regression/UAT steps, updating test scripts, documenting results, and updating end-user training materials as neededAssist with access administration documentation and configuration/change tracking needed for audits and baseline integrityRequired QualificationsActive TS/SCI clearanceWillingness to obtain a polygraphPrior Tier 1 help desk or technical support experienceStrong documentation and analytical skills