Tier 2 Helpdesk Technician

The Tier 2 Helpdesk Technician position supports a 24/7 Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force in Oklahoma City, Oklahoma. This role delivers senior, escalated technical assistance using advanced troubleshooting methods and remote tools, while helping develop Tier 1 support capabilities.

Role Overview

As a Tier 2 technician, you will resolve issues that front-line support cannot address, investigate problems remotely when possible, and document solutions so the service desk can improve response time over the long term. You will also use ServiceNow to manage incident workflows and strengthen reporting and service delivery.

Key Responsibilities

• Apply advanced troubleshooting techniques to resolve complex technical issues that cannot be handled by Tier 1.
• Use remote access tools to investigate and remediate issues without requiring an in-person visit, supporting efficient resolution.
• Record detailed solutions in the knowledge base to speed up future troubleshooting and improve desk performance.
• Manage incident tracking, ticketing, and reporting through ServiceNow.
• Share technical expertise through training and workshops to raise the team’s technical foundation and support Tier 1 development.

Required Qualifications

• Ability to obtain and maintain a DoD Secret clearance and be eligible for a Common Access Card (CAC).
• High school diploma or equivalent, plus 6–10 years of technical experience. A Bachelor’s degree in a relevant field may substitute for 5 years of experience.
• Required DoD 8570/8140 IAT Level I Information Assurance Technical certification with IAT Level II requirements met, using one of: Security+ CE, GSEC, SSCP, or CCNA-Security.
• Strong verbal and written communication skills to explain technical information clearly.
• Demonstrated ability to work effectively in a collaborative, team-oriented environment.
• Familiarity with service desk operations, including troubleshooting and ticket handling.
• Hands-on experience supporting end-user devices, common applications, and support tools.

Technology Stack

• ServiceNow
• BeyondTrust
• TeamViewer
• Remote Desktop Protocol (RDP)
• Remote access tools

Preferred Qualifications

• Active DoD Secret or higher clearance.
• Experience with ServiceNow or a comparable IT service management platform.
• Knowledge and experience with remote deskside support tools such as BeyondTrust, TeamViewer, and RDP.

Location and Work Setting

Onsite position in Oklahoma City, OK supporting a 24/7 EITaaS environment.

Compensation

Pay rate is USD 28 per hour.

Physical Demands

• Must be able to lift up to 25 pounds.
• Must be able to stand and walk for prolonged amounts of time.
• Must be able to twist, bend, and squat periodically.