The Tier 2 Help Desk shall have the following responsibilities:
● Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
● May coach and provide guidance to less-experienced professionals
● Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
● Provides remote support access through desktop mirroring and other remote access applications for worldwide sites
● Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure

Mandatory skills: 

• TS/SCI with FS Poly
• Bachelors degree and five years technical experience OR ten years technical experience 
• Hardware
• Remote Assistance
• Remote Desktop
• IAT Level 1 certificate (CompTIA A+ CE, CompTIA Network+ CE) is required within 6 months of start date.