Clearance Jobs
Help Desk Specialist (Tier II)
The FBI is seeking a skilled and cleared Help Desk Specialist (Tier II) to provide second-level technical support for mission-critical systems and applications in a secure federal environment. The ideal candidate will troubleshoot and resolve complex IT issues, escalate unresolved problems, and ensure timely and effective user support in accordance with FBI IT service delivery standards. You will play a vital role in ensuring operational continuity for law enforcement and national security personnel by supporting desktops, software, peripherals, and classified system access in a high-security setting. Key Responsibilities: Provide Tier II technical support for hardware, software, network connectivity, and user access issues Resolve escalated trouble tickets from Tier I support and document resolutions using ticketing systems (e.g., ServiceNow, Remedy) Perform system diagnostics, basic scripting, patching, and software installations Support Active Directory tasks such as account creation, group policy troubleshooting, and permissions Assist in workstation imaging, hardware refresh, and asset inventory tracking Support secure desktop environments, VPN access, and two-factor authentication tools Maintain accurate logs of all user interactions, resolutions, and follow-up actions Collaborate with Tier III engineers and system administrators for issue escalation and knowledge sharing Follow FBI security procedures and adhere to federal ITSM and documentation standards Required Qualifications: Active TS/SCI with Polygraph clearance (mandatory, no exceptions) U.S. Citizenship (required for all federal positions) 3+ years of IT help desk experience, including at least 1 year providing Tier II support Strong knowledge of Microsoft Windows OS, Microsoft 365, Outlook, Teams, and standard desktop applications Familiarity with Active Directory, DNS, DHCP, and basic network troubleshooting Experience using ticketing and IT service management (ITSM) systems Excellent communication, documentation, and customer service skills Ability to work in a high-security, fast-paced environment with minimal supervision Preferred Qualifications: CompTIA Security+, A+, or other relevant certifications (Security+ preferred for DoD 8570 compliance) Experience supporting users in a federal law enforcement or intelligence community setting Familiarity with FBI IT systems or DOJ environments Knowledge of ServiceNow, SCCM, or similar enterprise tool
The FBI is seeking a skilled and cleared Help Desk Specialist (Tier II) to provide second-level technical support for mission-critical systems and applications in a secure federal environment. The ideal candidate will troubleshoot and resolve complex IT issues, escalate unresolved problems, and ensure timely and effective user support in accordance with FBI IT service delivery standards. You will play a vital role in ensuring operational continuity for law enforcement and national security personnel by supporting desktops, software, peripherals, and classified system access in a high-security setting. Key Responsibilities: Provide Tier II technical support for hardware, software, network connectivity, and user access issues Resolve escalated trouble tickets from Tier I support and document resolutions using ticketing systems (e.g., ServiceNow, Remedy) Perform system diagnostics, basic scripting, patching, and software installations Support Active Directory tasks such as account creation, group policy troubleshooting, and permissions Assist in workstation imaging, hardware refresh, and asset inventory tracking Support secure desktop environments, VPN access, and two-factor authentication tools Maintain accurate logs of all user interactions, resolutions, and follow-up actions Collaborate with Tier III engineers and system administrators for issue escalation and knowledge sharing Follow FBI security procedures and adhere to federal ITSM and documentation standards Required Qualifications: Active TS/SCI with Polygraph clearance (mandatory, no exceptions) U.S. Citizenship (required for all federal positions) 3+ years of IT help desk experience, including at least 1 year providing Tier II support Strong knowledge of Microsoft Windows OS, Microsoft 365, Outlook, Teams, and standard desktop applications Familiarity with Active Directory, DNS, DHCP, and basic network troubleshooting Experience using ticketing and IT service management (ITSM) systems Excellent communication, documentation, and customer service skills Ability to work in a high-security, fast-paced environment with minimal supervision Preferred Qualifications: CompTIA Security+, A+, or other relevant certifications (Security+ preferred for DoD 8570 compliance) Experience supporting users in a federal law enforcement or intelligence community setting Familiarity with FBI IT systems or DOJ environments Knowledge of ServiceNow, SCCM, or similar enterprise tool