Maryland Staffing
IT Specialist (Tier 2)
This opportunity requires a Top Secret/SCI and IAT Level II Certification. Under general supervision, provides second-tier support to end-users for Windows PC, server, mainframe applications and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to the next level. Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests. Performs systems administration of desktop systems connected to local and wide area networks. Provides desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions. Monitors systems/networks in real time NOSC environment and initiates fix actions or problem escalation to Tier II/Tier III admins. Provides support for implementation, troubleshooting and maintenance of IT systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices. Provides polite and friendly customer service. Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required. Documents incident status and solutions in incident database tools. Possesses current working knowledge of computers, printers, laptops, and common windows applications. Works through various types Tier I issues with telephone assist. Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability. Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support. Possesses comprehensive knowledge of desktop operating systems and applications. Skills: Help desk support, Customer service, Technical support, Troubleshooting, Help desk, System administrator, STIGs, IAVA, BIOS, SCCM, PXE boot, hardware/software, Active Directory. Additional Skills & Qualifications: Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract. Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity. Travel may be required to support the mission. Experience Level: Intermediate Level Pay and Benefits: The pay range for this position is $30.00 - $45.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type: This is a fully onsite position in Odenton, MD. Application Deadline: This position is anticipated to close on Oct 2, 2025.
This opportunity requires a Top Secret/SCI and IAT Level II Certification. Under general supervision, provides second-tier support to end-users for Windows PC, server, mainframe applications and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to the next level. Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests. Performs systems administration of desktop systems connected to local and wide area networks. Provides desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions. Monitors systems/networks in real time NOSC environment and initiates fix actions or problem escalation to Tier II/Tier III admins. Provides support for implementation, troubleshooting and maintenance of IT systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices. Provides polite and friendly customer service. Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required. Documents incident status and solutions in incident database tools. Possesses current working knowledge of computers, printers, laptops, and common windows applications. Works through various types Tier I issues with telephone assist. Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability. Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support. Possesses comprehensive knowledge of desktop operating systems and applications. Skills: Help desk support, Customer service, Technical support, Troubleshooting, Help desk, System administrator, STIGs, IAVA, BIOS, SCCM, PXE boot, hardware/software, Active Directory. Additional Skills & Qualifications: Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract. Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity. Travel may be required to support the mission. Experience Level: Intermediate Level Pay and Benefits: The pay range for this position is $30.00 - $45.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type: This is a fully onsite position in Odenton, MD. Application Deadline: This position is anticipated to close on Oct 2, 2025.