Helpdesk Technician - Tier II

CODE Plus, Inc., an experienced IT government contractor in Fairfax, VA with offices in Huntsville, AL and have been in business for 31 years and have been servicing different agencies within the Federal sector. Our mission is to deliver high-quality, cost-effective solutions that empower our clients to achieve their goals. At CODEplus, we value teamwork, integrity, and technical excellence, and we pride ourselves on maintaining long-standing partnerships built on trust and results.

We are currently seeking a Tier II Help Desk Technician to support our operations in Washington DC for the National Labor Relations Board (NLRB) 

Location: Onsite – Washington, DC 

Clearance: Public Trust 

Position Type: Full-Time 

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Position Overview 

The Tier II Help Desk Technician provides advanced technical support for NLRB end users and serves as an escalation point for issues unresolved at the Tier I level. This role focuses on diagnosing, troubleshooting, and resolving moderately complex hardware, software, mobile device, audiovisual, and video teleconference system issues in a federal government environment. 

Key Responsibilities 

• Act as Tier II support for escalated incidents and service requests from Tier I Help Desk staff. 

• Diagnose and resolve complex desktop, laptop, mobile, OS, application, and network issues. 

• Support mobile devices (iOS, Android), including configuration and troubleshooting. 

• Configure and troubleshoot audiovisual and video teleconference systems. 

• Perform root cause analysis and implement long-term fixes. 

• Participate in technical refresh projects, including hardware deployment and OS upgrades. 

• Document all work in ServiceNow or approved ITSM tools. 

• Mentor Tier I technicians and contribute to SOPs and knowledge bases. 

Required Qualifications 

• Associate’s degree in IT or equivalent experience. 

• 3–5 years of help desk or desktop support experience. 

• Strong experience with Windows OS, mobile devices, AV/VTC systems. 

• ServiceNow ticketing experience. 

• Ability to obtain and maintain Public Trust clearance. 

Preferred Qualifications 

• Federal agency IT experience. 

• CompTIA A+, Network+, Security+, ITIL, or HDI certifications. 

Core Competencies 

• Strong troubleshooting and analytical skills. 

• Excellent communication and customer service. 

• Ability to work independently and manage multiple priorities.