Help Desk Technician II Contingent
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Job Location:
Arlington, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Public Trust Eligibility Required
This is a contingent position meaning employment is dependent upon the successful award of the associated contract to Aretum and completion of any required background investigation or security clearance verification.
About Aretum
Aretum is a mission-driven organization committed to delivering innovative technology-enabled solutions to our customers across defense civilian and homeland security sectors. Our teams work at the intersection of strategy technology and transformation helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration inclusion and professional growth are at the forefront.
Job Summary
The Help Desk Technician II provides advanced technical troubleshooting and deskside support for escalated incidents from Tier 1. Operating from both the IT Contact Center and the Technology Assistance Center (TAC) this role focuses on resolving complex issues assisting Tier 1 staff and ensuring efficient resolution of end-user IT challenges.
Due to the nature of our work as a federal consulting organization employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.
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.
Requirements
- 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.
Preferred Qualifications
- Associate or bachelors degree in IT-related field.
- CompTIA Network certification.
- Microsoft Modern Desktop Administrator or Endpoint Administrator certification.
- ITIL Foundation certification.
Travel Requirements
Travel to client locations isrequiredfor this position and may vary based on project needs.
EEO Statement
Aretum is committed to fostering a workplace rooted in excellence integrity and equal opportunity for all. We adhere to merit-based hiring practices ensuring that all employment decisions are made based on qualifications skills and ability to perform the job without preference or consideration of factors unrelated to job performance.
As an Equal Opportunity Employer Aretumcomplies withall applicable federal state and local employment laws.
We are proud to support our nations veterans and military familiesprovidingcareer opportunities that honor their service and experience.
If you require reasonable accommodation during the hiring process due to a disability please contactforassistance.
Equal Opportunity Employer/Veterans/Disabled
U.S. Work Authorization
Applicants must be U.S. citizensorcurrently authorized to work in the United States on a full-time position supports a federalgovernment contract and requires the ability to obtain andmaintaina Public Trust or Suitability Determination depending on the agencys background investigation is not available.
Benefits
- Health Care Plan (Medical Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic Voluntary & AD&D)
- Paid Time Off
- Family Leave (Maternity Paternity)
- Short Term & Long-Term Disability
- Training & Development
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
ARETUM, LLC (ARETUM) is a leading government contracting company specializing in technology-enabled mission support services for the Department of Defense, Department of Homeland Security, and Civilian agencies. ARETUM provides leading-edge solutions and outstanding service to Federal ... View more
