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A & T SYSTEMS INC
IT Help Desk Support Specialist Tier II
Career Insights for Help Desk Technician / Analyst
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Based on Maryland data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$56,630 / year median in Maryland
-7% projected decline
Job Description
The IT Help Desk Support Specialist - Tier II provides intermediate-level technical support for enterprise information technology systems under the IMCS IV contract at Aberdeen Proving Grounds (APG), MD. The Tier II Specialist resolves technical issues escalated from Tier I support and ensures reliable, secure, and compliant IT operations in accordance with Department of Defense (DoD), Army regulations, and contract requirements. The position supports mission readiness by maintaining operational continuity across end-user systems and services. Required Qualifications
- Experience troubleshooting Windows operating systems and standard enterprise software applications.
- Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and Active Directory.
- Experience supporting enterprise-level IT environments.
- DoD 8570/8140 compliant certification (e.g., Security+, A+, Network+, or equivalent).
- Ability to obtain and maintain required security clearance.
- Meet DoD Cyber Workforce Framework (DCWF) Code 411 requirements Desired Qualifications
- Minimum three (3) years of experience in IT support or help desk operations.
- Experience supporting Department of Defense (DoD) or Army installations.
- Familiarity with IT service management (ITIL) principles.
- Experience with remote support tools and ticketing systems.
- Exposure to virtualization or cloud-based environments.
- Troubleshoot and resolve hardware, software, operating system, and network connectivity issues escalated from Tier I.
- Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
- Provide support for enterprise applications, email systems, collaboration platforms, and authentication services.
- Perform account management tasks including password resets, group membership updates, and access troubleshooting.
- Escalate unresolved or complex issues to support or appropriate technical teams.
- Assist with system imaging, deployments, upgrades, and technical refresh initiatives. Cybersecurity & Compliance
- Ensure compliance with DoD cybersecurity policies and Army security requirements.
- Apply security patches and updates in accordance with established procedures.
- Assist with implementation of DISA Security Technical Implementation Guides (STIGs).
- Identify and report potential security incidents in accordance with incident response protocols.
- Maintain compliance with DoD 8140/8570 workforce certification requirements. Customer Support & Service Management
- Document incidents, troubleshooting steps, and resolutions in the IT service management (ITSM) ticketing system.
- Provide professional and timely customer support to installation personnel.
- Participate in Service Level Agreement (SLA) monitoring and performance reporting.
- Support after-hours or emergency response activities as required by contract.