Tier 2 Helpdesk

Job description

**Who we are.** Platinum Technologies is a Northern Virginia based integrated solutions firm that specializes in PaaS, Cybersecurity & AI Platform development for the Defense and Federal Sectors. Our team solves hard problems and helps our Mission Partners achieve their goals. If you are self-motivated, possess demonstrated learning agility, and are passionate about delivering high-quality work products – we want to hear from you. We lead with technical expertise, but that is just the tip of the iceberg – the ‘Why’ matters. At Platinum, we don’t hire people to just do a job. We provide professional and leadership development to complement our self-motivated domain experts. Our teammates are dot-connecting leaders that operate in a mutually accountable environment to deliver thought leadership, expert technical analysis, and quality execution for our clients. **You.** Platinum Technologies is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable customer Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to customers internal and external mission partners operating in CONUS and OCONUS locations. In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the customer Data Center on both the classified and unclassified systems. **This role is located onsite in Albuquerque, NM. Candidates must hold an active TS/SCI clearance.** **What you get to do.** - Troubleshoot, resolve, or escalate remote and deskside IT issues. - Resolve connection and imaging issues on classified/unclassified endpoints. - Perform VDI troubleshooting and resets on SIPR thin clients. - Deploy and troubleshoot MFDs/printers, and coordinate vendor servicing. - Set up IT equipment (ADPE) for new employee onboarding. - Execute routine desktop installation and hardware setup tasks. **Advanced Technical Support** - Perform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents. - Troubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments). - Execute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation. - Diagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians. - Remediate complex account administration issues and secure access controls for enterprise applications and services. **Deployment & Infrastructure Support** - Coordinate and execute comprehensive desktop installation projects, encompassing ADPE setup, VTC suites, and network validation. - Maintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status. **Process & Compliance** - Execute all technical interventions in strict compliance with ITSM, ITIL, and information systems security/assurance protocols. - Author comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes. - Deliver prompt, high-level technical customer service, clearly communicating service degradations and remediation steps to users. - Mentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies. **Required Qualifications.** - High School with 8+ years of relevant experience. - Active DoD TS/SCI clearance at time of consideration. - Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract. - Experience in IT customer service including two years of IT ticketing system experience and one year of experience in remote desk takeover tools and usage. **Desired Qualifications.** - Systems or network administration experience in Windows environment and/or advanced PowerShell, scripting - Familiarity with automated call distribution systems. - Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc. *The Company is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.*