Help Desk Technician II

Overview

Planned Systems International (PSI) is an Enterprise IT services company seeking a Tier II Help Desk technician for a local Help Desk Services project which supports an educational campus of multiple buildings. The Tier II Help Desk Technician provides the second line of technical support and is responsible for resolving incidents escalated from Tier I. This role requires advanced technical knowledge, strong diagnostic abilities, and the capacity to deliver both Service Support and Service Delivery functions. Tier II technicians investigate complex incidents, validate issues, identify known solutions, and manage cases through resolution using both onsite and remote support tools. Unresolved incidents are escalated to Tier III support but remain under Tier II oversight until closure. This position also supports Information Assurance activities, network port activations, and IT warehouse/asset management operations across multiple locations, including Camp Bullis.

Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.

Essential Functions and Job Responsibilities

A successful candidate for this position will be able to successfully complete the following:

• Provide second-tier technical support by investigating, validating, and resolving escalated incidents received through ServiceNow.
• Perform diagnostic testing, troubleshooting, and repair of hardware, software, and network connectivity issues.
• Conduct onsite installations or replacements of hardware components and perform software installation, configuration, and repair.
• Use remote desktop tools and enterprise systems to resolve incidents or guide end users to resolution.
• Document all actions, findings, and resolutions in ServiceNow with clear, concise, and detailed notes to ensure continuity and prevent duplicated efforts.
• Escalate complex or unresolved incidents to Tier III support (Tier II Manager, Network Operations, vendors, warranty providers, PMO, DHA, NOC, etc.) while maintaining ownership until resolution.
• Assist with Information Assurance Vulnerability Alert (IAVA) remediation tasks.
• Manage and coordinate port activations for moves, adds, and changes in collaboration with the Network Operations Department.
• Perform IT warehouse operations, including:
  • Asset tracking and accountability
  • Accepting and documenting equipment deliveries
  • Preparing hardware for DRMO turn-in
  • Supporting related logistics tasks at all assigned locations, including Camp Bullis
• Develop and update technical documents, procedures, and system design documentation as required.
• Deliver excellent customer service and maintain a professional demeanor in all interactions.

Minimum Requirements

• 3+ years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment covering all facets of workstation maintenance to include PCs, laptops, and peripherals, and experience successfully handling the escalated issues in an enterprise setting.
• Must have proven customer service skills with customer service being their driving force.
• Experience supporting and troubleshooting systems using Microsoft System Center Configuration Manager (SCCM) and Active Directory.
• Advanced knowledge of current Microsoft Operating Systems and Microsoft Office applications (e.g., Windows 10, Office 2013/2016).
• Familiarity with common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, and the ability to learn unique GOTS/COTS applications quickly.
• Strong customer service skills with the ability to communicate technical concepts to both technical and non‑technical users.
• Ability to work within defined schedules and service-level expectations.
• Must be willing and able to work 8 hour shifts between 6AM – 7PM as needed
• Ability to create technical documentation and support system design documentation.
• Must perform duties as assigned by Technical Lead and/or Program Manager.
• Required certifications:
  • CompTIA Security+ (IAT Level I requirement under DoD 8570.01‑M)
  • Microsoft Desktop Support Technician or equivalent Computing Environment (CE) certification
• U.S. Citizenship is required as is the ability to transfer or obtain a Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.
• Ability to perform duties across multiple sites, including Camp Bullis. 

Required Technical/Business Tools Experience: 

• Experience supporting and troubleshooting systems using Microsoft System Center Configuration Manager (SCCM) and Active Directory.
• Advanced knowledge of current Microsoft Operating Systems and Microsoft Office applications (e.g., Windows 10, Office 2013/2016).
• Familiarity with common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, and the ability to learn unique GOTS/COTS applications quickly.

Desired Qualifications

3+ years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment covering all facets of workstation maintenance to include PCs, laptops, and peripherals, and experience successfully handling the escalated issues in an enterprise setting.

Physical Demands

• Ability to effectively communicate in English, including talking and hearing
• Ability to lift IT related equipment, averaging 10 to 20 pounds, but up to 50+ pounds

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.