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Aretum · 2 weeks ago

Help Desk Technician II - Contingent

Arlington, VA

Full-time

Onsite

Mid Level

3+ years exp

Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to customers across defense, civilian, and homeland security sectors. The Help Desk Technician II provides advanced technical troubleshooting and deskside support for escalated incidents from Tier 1, focusing on resolving complex issues and assisting Tier 1 staff.

ConsultingInformation Technology

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Serve as the primary escalation point for Tier 1 support for complex technical incidents and service requests

Perform in-depth troubleshooting of hardware, software, VPN, and network connectivity issues

Conduct advanced diagnostics, log analysis, and configuration reviews

Provide in-person technical support, including hardware deployment, break-fix repairs, and tech refresh activities

Maintain open communication with users and IT teams, ensuring accurate ticket documentation in ServiceNow

Support and train Tier 1 technicians by sharing knowledge and assisting with difficult or recurring issues

Participate in major incident response activities, providing timely updates and technical expertise

Support VIP and executive-level users, ensuring prompt and discreet issue resolution

Adhere to established change, incident, and problem management procedures

Qualification

Technical troubleshootingServiceNowSCCMCompTIA Network+ITIL FoundationAnalytical skillsSystem imagingConfiguration managementInterpersonal skills

Required

3 years of applicable experience

High School Diploma/GED

Strong diagnostic and analytical skills for desktop, laptop, and network troubleshooting

Familiarity with system imaging, configuration management, and hardware replacement procedures

Proficiency in ITSM and remote support tools (ServiceNow, SCCM, Remote Desktop, etc.)

Strong interpersonal skills for working in both contact center and in-person environments

Public Trust Eligibility Required

Applicants must be U.S. citizens or currently authorized to work in the United States on a full-time basis

This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency's background investigation requirements