IT Helpdesk II

Summary

Lucayan Technology Solutions LLC is a Veteran Owned Small Business providing integrated Information Technology solutions. The IT Helpdesk II technician will deliver advanced technical support, troubleshoot complex issues, and mentor Level I staff while ensuring system performance and security compliance.

Responsibilities

• Handle escalated IT support requests involving complex hardware, software, and network issues via ticketing system, phone, email, or in-person
• Perform in-depth troubleshooting and diagnostics to identify and resolve advanced technical issues
• Coordinate with third-party vendors and service providers for specialized support and warranty services
• Provide support for server and network infrastructure, including connectivity issues, server failures, and network performance concerns
• Assist with configuration and management of network devices such as routers, switches, and firewalls
• Monitor network performance and security, addressing issues proactively
• Manage user accounts and permissions in Active Directory and other enterprise systems, including account creation, modification, and deactivation
• Resolve complex login and access control issues, including advanced password resets and multi-factor authentication
• Provide advanced support for enterprise software applications, including installation, configuration, troubleshooting, and performance optimization
• Assist with software updates, patches, and upgrades to ensure security and compatibility
• Provide technical support during organizational events, ensuring stable IT operations and connectivity
• Assist with setup, configuration, and troubleshooting of specialized event-related IT equipment
• Create and maintain detailed documentation for complex issues, solutions, procedures, and system configurations
• Develop and update knowledge base articles to assist Level 1 Help Desk staff and end users
• Mentor and train Level 1 Help Desk staff, sharing knowledge and providing technical guidance
• Participate in incident and problem management processes, ensuring rapid resolution of critical issues and root cause analysis for recurring problems
• Monitor Help Desk performance metrics, such as ticket resolution times, system uptime, and user satisfaction
• Generate detailed reports and recommend process improvements and technology enhancements based on performance data
• Collaborate with other IT teams to address cross-functional issues and improve service delivery

Skills

• Education: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience
• Experience: 2+ years in IT support, with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment
• Clearance: U.S. citizenship required; must hold or be able to obtain and maintain a DoD Secret Clearance
• Active Security Clearance or higher
• Certifications (DoD 8570 IAT Level II requirement): One of the following required within 6 months of hire: CompTIA Security+ CE, CompTIA CySA+, Cisco CCNA Security, Equivalent IAT Level II certification
• Training Requirements (must be completed within 30 days of hire, then annually): DoD Cyber Awareness / IA Training, DoD AT Level I (Anti-Terrorism Awareness), OPSEC Awareness Training (Level I), iWATCH Training
• Active DoD security clearance (Secret or higher)
• Experience with NIST SP 800-171, DFARS, or CMMC frameworks
• Familiarity with enterprise-level software applications and IT ticketing systems
• Prior experience supporting government or defense contracting environments

Qualifications

Must Haves

• Education: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience
• Experience: 2+ years in IT support, with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment
• Clearance: U.S. citizenship required; must hold or be able to obtain and maintain a DoD Secret Clearance
• Active Security Clearance or higher
• Certifications (DoD 8570 IAT Level II requirement): One of the following required within 6 months of hire: CompTIA Security+ CE, CompTIA CySA+, Cisco CCNA Security, Equivalent IAT Level II certification
• Training Requirements (must be completed within 30 days of hire, then annually): DoD Cyber Awareness / IA Training, DoD AT Level I (Anti-Terrorism Awareness), OPSEC Awareness Training (Level I), iWATCH Training

Nice to Haves

• Active DoD security clearance (Secret or higher)
• Experience with NIST SP 800-171, DFARS, or CMMC frameworks
• Familiarity with enterprise-level software applications and IT ticketing systems
• Prior experience supporting government or defense contracting environments