TIer II Helpdesk - 2619

MSI is seeking an experienced helpdesk to support a large government integrator in Arlington, VA.



  • Candidate will serve as a member of level Tier II Service Desk support staff in providing friendly, expert support to JSP customers.
  • Troubleshooting and resolving IT issues on Windows 7 and 10 and Mac OS running on HP and Apple hardware.
  • Performing ticket documentation and quality assurance checks on assigned tickets.
  • Support customer IT needs via remote access, desk-side support, perform installation of hardware and software, and other IT-related issues.
  • Works as part of team to be sure tickets are being closed within Acceptable Quality Levels.



  • Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
  • Provides advanced Customer Service and Support.
  • Communicates with high profile customers in a professional and courteous manner.
  • Performs installs, upgrades, and configures customer-specific hardware and software.
  • Accepts warm transfers from other technicians to continue remote support.
  • Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
  • Provides remote and on-site troubleshooting for hardware and software support.
  • Troubleshoots and supports Windows operating systems, MAC OS, advanced MS Office product issues, and other IT issues.
  • Upgrades software components as required.
  • Configures and maintains wireless mobile devices, including but not limited to Blackberries, iPhones and iPads.
  • Provides customers with network technical support.
  • Instructs customers and support staff in use of equipment and software.
  • Possesses the ability to complete multiple simultaneous projects in a timely manner.
  • Interfaces with infrastructure, Network Operations, database, and development personnel.
  • Completes all corporate requirements in accordance with CACI.


  • Must have an active Secret level security clearance
  • 1- 4 years of directly related experience supporting help desk operations.
  • Must have or obtain 8570 certification within 3 months of employment



??MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.