Provide Tier II technical support for IBS users, resolving system, application, and access-related issues
Serve as an escalation point for Tier I help desk support, handling complex or unresolved issues
Troubleshoot and diagnose application, system, and integration issues
Analyze logs, error messages, and system behavior to identify root causes
Coordinate with development, database, and infrastructure teams to resolve issues
Document, track, and manage incidents using ticketing systems (e.g., Jira, ServiceNow)
Support user account management and access requests in accordance with security policies
Provide timely updates to users regarding issue status and resolution
Assist in identifying recurring issues and contribute to root cause analysis
Develop and maintain knowledge base articles and support documentation
Support system deployments and provide post-release support
Ensure compliance with DoD security requirements and operational procedures
Participate in on-call support and after-hours activities as required

Active Secret Clearance
IAT Level II certification (CompTIA Security+ CE preferred)
Minimum 3+ years of experience in help desk, technical support, or system administration roles
Experience troubleshooting enterprise applications and systems
Familiarity with ticketing systems (e.g., Jira, ServiceNow)
Strong understanding of Windows and/or Linux environments
Strong problem-solving and analytical skills
Excellent communication and customer service skills
Ability to work in a fast-paced environment
Preferred: Experience supporting DoD or USTRANSCOM systems
Familiarity with web-based applications (Angular/Java)
Experience reviewing application or system logs
Basic understanding of databases and SQL
Experience with ITIL processes (incident, problem, change management)

Help Desk Specialist, Tier II

Key skills