Job Requirements
Remote
Secret Polygraph not specified
Mid Level Career (5+ yrs experience)
$60,000 - $80,000
Job Description
Help Desk Analyst (Tier II) – Senior
(Contingent Upon Award)
Location: 100% Remote
Please note: Position availability is contingent upon award.
The Help Desk Analyst (Tier II) – Senior provides advanced technical support for users, systems, applications, and platforms across a high-availability enterprise environment. This role is responsible for resolving escalated incidents, performing in-depth troubleshooting, supporting root cause analysis, and coordinating with Tier I, Tier III, cybersecurity, infrastructure, and application teams to restore service and maintain operational continuity. The Help Desk Analyst (Tier II) – Senior serves as a key escalation point for more complex service requests and technical issues while helping ensure timely resolution, accurate documentation, and strong customer support.
Essential Duties and Responsibilities
• Provide Tier II technical support for escalated incidents and service requests involving systems, applications, user access, hardware, software, and network connectivity.
• Investigate, troubleshoot, and resolve more complex technical issues that cannot be resolved at the Tier I level.
• Responsible for resolving escalated, complex technical issues that require advanced troubleshooting of web applications, CMS platforms, and cloud-hosted services in AWS GovCloud before escalating to engineering or development teams.
• Analyze recurring issues and assist with root cause identification, trend analysis, and problem resolution.
• Coordinate with Tier I and Tier III support teams, system administrators, cybersecurity personnel, and application teams to resolve service disruptions and restore operations.
• Support account provisioning, access management, permissions changes, and user onboarding/offboarding activities in coordination with security policies and procedures.
• Monitor ticket queues, alerts, and system notifications to ensure timely response, prioritization, and escalation in accordance with established service level agreements (SLAs).
• Document troubleshooting steps, incident resolutions, known errors, and workarounds in the knowledge base to improve support efficiency and consistency.
• Support remote troubleshooting sessions using approved tools and secure access methods.
• Assist with validation of patches, fixes, application updates, and configuration changes prior to or following implementation.
• Provide support for enterprise applications, collaboration tools, email services, and end-user computing environments.
• Contribute to operational reporting, ticket metrics, service desk performance analysis, and continuous improvement initiatives.
• Mentor junior help desk staff and provide guidance on troubleshooting approaches, ticket handling, and customer service best practices.
• Maintain a high level of professionalism and customer service while supporting a diverse user base.
• Supports a 24/7/365 operational environment through structured shift schedules, with work hours planned in advance and rotation across evenings and weekends as needed. (Candidate preferences for specific shifts will be considered during the onboarding process).
Education: BS/BA degree and 7+ years of relevant help desk, technical support, or IT operations experience (additional experience may be substituted in lieu of degree).
Certifications:
Mandatory: DoD 8140/8570 IAT Level II certification (e.g., Security+ CE or equivalent). Personnel must maintain certification in accordance with DoD 8140/DCWF requirements.
Preferred: ITIL Foundation, Network+, Microsoft certifications, or other relevant systems, support, or infrastructure certifications.
Security: Must hold or be able to obtain and maintain a favorably adjudicated Tier 3 investigation. Tier 5 may be required for privileged or elevated access.
Specific Tools: ITSM/ticketing systems (e.g., ServiceNow), Windows and/or Linux environments, Active Directory, remote support tools, Microsoft Office 365, endpoint support tools, collaboration platforms, and basic networking and system administration tools.
About Total Force Alliance:
Total Force Alliance, LLC is an SBA-certified Service-Disabled Veteran (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB) founded in 2023 and headquartered in Miami, Florida. We provide top-notch talent recruitment and retention for niche skillsets and in-demand talent for Enterprise IT Services: Operations, Engineering, Cybersecurity, ServiceNow Development, and Cloud Services. Our corporate culture and industry partnerships enable us to offer unrivaled salary, benefits, training and professional development to select IT professionals that can innovate and deliver technical solutions targeted to Federal Civilian, Health, Defense, Intelligence and Cyber strategic priorities.
Benefits:
• Medical, Dental & Vision
• Mental Health Resources
• Paid Time Off & Holidays
• 401(k) with Company Matching
• Life, Accident & Injury Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Certification Preparation & Exam Reimbursement
• Virtual Personal & Professional Development Classes
Total Force Alliance, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristics.
(Contingent Upon Award)
Location: 100% Remote
Please note: Position availability is contingent upon award.
The Help Desk Analyst (Tier II) – Senior provides advanced technical support for users, systems, applications, and platforms across a high-availability enterprise environment. This role is responsible for resolving escalated incidents, performing in-depth troubleshooting, supporting root cause analysis, and coordinating with Tier I, Tier III, cybersecurity, infrastructure, and application teams to restore service and maintain operational continuity. The Help Desk Analyst (Tier II) – Senior serves as a key escalation point for more complex service requests and technical issues while helping ensure timely resolution, accurate documentation, and strong customer support.
Essential Duties and Responsibilities
• Provide Tier II technical support for escalated incidents and service requests involving systems, applications, user access, hardware, software, and network connectivity.
• Investigate, troubleshoot, and resolve more complex technical issues that cannot be resolved at the Tier I level.
• Responsible for resolving escalated, complex technical issues that require advanced troubleshooting of web applications, CMS platforms, and cloud-hosted services in AWS GovCloud before escalating to engineering or development teams.
• Analyze recurring issues and assist with root cause identification, trend analysis, and problem resolution.
• Coordinate with Tier I and Tier III support teams, system administrators, cybersecurity personnel, and application teams to resolve service disruptions and restore operations.
• Support account provisioning, access management, permissions changes, and user onboarding/offboarding activities in coordination with security policies and procedures.
• Monitor ticket queues, alerts, and system notifications to ensure timely response, prioritization, and escalation in accordance with established service level agreements (SLAs).
• Document troubleshooting steps, incident resolutions, known errors, and workarounds in the knowledge base to improve support efficiency and consistency.
• Support remote troubleshooting sessions using approved tools and secure access methods.
• Assist with validation of patches, fixes, application updates, and configuration changes prior to or following implementation.
• Provide support for enterprise applications, collaboration tools, email services, and end-user computing environments.
• Contribute to operational reporting, ticket metrics, service desk performance analysis, and continuous improvement initiatives.
• Mentor junior help desk staff and provide guidance on troubleshooting approaches, ticket handling, and customer service best practices.
• Maintain a high level of professionalism and customer service while supporting a diverse user base.
• Supports a 24/7/365 operational environment through structured shift schedules, with work hours planned in advance and rotation across evenings and weekends as needed. (Candidate preferences for specific shifts will be considered during the onboarding process).
Education: BS/BA degree and 7+ years of relevant help desk, technical support, or IT operations experience (additional experience may be substituted in lieu of degree).
Certifications:
Mandatory: DoD 8140/8570 IAT Level II certification (e.g., Security+ CE or equivalent). Personnel must maintain certification in accordance with DoD 8140/DCWF requirements.
Preferred: ITIL Foundation, Network+, Microsoft certifications, or other relevant systems, support, or infrastructure certifications.
Security: Must hold or be able to obtain and maintain a favorably adjudicated Tier 3 investigation. Tier 5 may be required for privileged or elevated access.
Specific Tools: ITSM/ticketing systems (e.g., ServiceNow), Windows and/or Linux environments, Active Directory, remote support tools, Microsoft Office 365, endpoint support tools, collaboration platforms, and basic networking and system administration tools.
About Total Force Alliance:
Total Force Alliance, LLC is an SBA-certified Service-Disabled Veteran (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB) founded in 2023 and headquartered in Miami, Florida. We provide top-notch talent recruitment and retention for niche skillsets and in-demand talent for Enterprise IT Services: Operations, Engineering, Cybersecurity, ServiceNow Development, and Cloud Services. Our corporate culture and industry partnerships enable us to offer unrivaled salary, benefits, training and professional development to select IT professionals that can innovate and deliver technical solutions targeted to Federal Civilian, Health, Defense, Intelligence and Cyber strategic priorities.
Benefits:
• Medical, Dental & Vision
• Mental Health Resources
• Paid Time Off & Holidays
• 401(k) with Company Matching
• Life, Accident & Injury Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Certification Preparation & Exam Reimbursement
• Virtual Personal & Professional Development Classes
Total Force Alliance, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristics.
group id: 91172874