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LinTech Global, a Dexian company · 1 month ago

Tier II Helpdesk Technician (TS/SCI)

Alexandria, VA

Full-time

Onsite

Mid Level

LinTech Global is an award-winning company providing diversified IT services to government agencies. They are seeking a Tier II Helpdesk Technician to provide phone and on-site support for headquarters personnel and field offices, addressing a variety of desktop hardware and software issues.

Cloud InfrastructureCyber SecurityDevOpsInformation Technology

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Meet established service level metrics for call response, technical support, and customer service

Input trouble calls into the OIG ticket tracking system. Ensure all relevant information is gathered and documented

Resolve trouble calls; in person at the help desk, over phone, and/or through email

Analyze and resolve trouble tickets utilizing tools such as remote desktop

Escalate trouble tickets when required by service desk processes to Tier III, or appropriate team/individual

Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner

Assign Trusted Agents (TA's) responsible for issuing alternate tokens to HQ personnel when required

Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable

Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities

Qualification

DoD Active TS/SCI ClearanceIAT Level II certificationImaging Experience

Required

DoD Active TS/SCI Clearance

IAT Level II certification or Higher

Imaging Experience

Benefits

Open Paid Time Off

Paid Holidays

Company-paid Life/AD&D

Company-paid Short Term and Long-Term Disability

Health Insurance with Company Contribution

401k Plan with Company Match

Employee Recognition Program

Opportunity for Employee Referral Bonus

Opportunity for annual Performance Bonus

Company

LinTech Global, a Dexian company

LinTech Global, a Dexian company, provides Enterprise IT Infrastructure Support; Agile and DevOps Application Development; Financial Management and ERP Implementation; Cybersecurity; Virtualization; Cloud, and Health IT services to the U.S.

Founded in 2007