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Helpdesk Technician - Tier II

CELESTIAL INNOVATIONS GROUP LLC

Washington, DC

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JOB DETAILS
SKILLS
Administrative Skills, Analysis Skills, Artificial Intelligence (AI), Authentication, Business Solutions, Capital Equipment, Cloud Computing, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, Computer Security, Computer Systems, Computer Workstations, Customer Relations, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Dental Insurance, Desktop Administration, Desktop PC, Disassemblers, Distributed Computing, Driver's License, Government, Hardware Administration, Hardware Upgrades, Health Insurance, Help Desk, Identify Issues, Information Technology & Information Systems, Internet Security, Inventory Management, Knowledge Base, Laptop PC, Lift/Move 50 Pounds, Local Area Network (LAN), MCSE - Microsoft Certified Systems Engineer, Maintain Compliance, Maintenance Services, Microsoft Active Directory, Microsoft Exchange Server, Microsoft Office, Microsoft Outlook, Microsoft Windows Operating System, Microsoft Windows System Administration, Network Configuration Management, Network Connectivity, Network Software, Operating Systems, Peripheral Hardware, Printers, Printing, Problem Solving Skills, Property Management, Remote Access, Security Clearance, Security Compliance, Security Policy, Security Protocols, Server Support, ServiceNow, Software Configuration Management, Software Patches, Software Upgrades, Systems Administration/Management, Tablet PC, Technical Support, Testing, Time Management, Training/Teaching, Trouble Tickets, VPN (Virtual Private Network), Vision Plan, Wide Area Network (WAN)
LOCATION
Washington, DC
POSTED
25 days ago
Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Training & development
  • Vision insurance

Location: Washington, DC
Clearance: Public Trust
Employment Type: Full-Time


Company Description
Celestial Innovations Group (CIG) is a fast-moving, mission driven technology firm working at the intersection of innovation, national security, and digital transformation. We support forward-thinking government agencies with cutting edge capabilities in cybersecurity, cloud, AI/ML, and IT modernization. At CIG, we don’t just check boxes. We solve real-world problems that matter.


We’re building a culture where smart, curious, and driven people thrive. This is a place where your voice matters, your work has impact, and your growth is part of the mission. If you're looking for a team that values trust, clarity, and the power of innovation, this is where you want to be.


Overview
The Tier II Help Desk Computer Specialist provides advanced troubleshooting, escalated issue resolution, and direct support of desktops, systems, and networks within a federal environment. This role requires deeper technical knowledge and hands-on problem solving.


Key Responsibilities
  • Serve as an escalation point for Tier I Help Desk requests, resolving complex technical issues related to desktop, laptop, and tablet systems.
  • Install and configure desktop, laptop, and tablet computers, peripherals, and approved software products for networked, standalone, LAN, and WAN environments.
  • Troubleshoot, diagnose, and resolve hardware, software, and operating system failures for desktops, laptops, and tablets, ensuring timely and effective resolution.
  • Implement, maintain, test, and administer standardized hardware, software, and network configurations across USCP’s distributed computing environment.
  • Perform workstation imaging, patching, configuration, and deployment, including large-scale installations and upgrades across multiple devices.
  • Provide information, guidance, and instruction to users on the proper use of desktop, laptop, and tablet devices, software applications, and system capabilities.
  • Support Microsoft Windows 10/11, Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
  • Troubleshoot issues involving Active Directory, Group Policy, workstation security settings, DNS, DHCP, and network connectivity.
  • Support VPN, remote access, and multi-factor authentication for users including those located outside the Washington, DC Metro area.
  • Contact and communicate effectively with customers via phone, email, Teams, and in person, providing prompt technical solutions.
  • Prepare computer equipment for reuse, refresh, or disposal in accordance with Capital Equipment Refresh Program (CERP) standards and property management procedures.
  • Coordinate the disassembly, movement, and reinstallation of IT equipment in support of office relocations.
  • Document all work performed, including opening and closing tickets within ServiceNow, and contribute updates to knowledge base articles.
  • Assist with equipment inventory, lifecycle management, enterprise printing support, and printer server administration.
  • Collaborate with Tier III and engineering teams to resolve systemic issues and ensure compliance with federal security protocols and configuration standards.
  • Lift and transport IT equipment up to 50 lbs. as required.

Required Qualifications
  • Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
  • Minimum 3 years of experience administering and supporting Windows 10/11 in desktop support or IT infrastructure environments.
  • Experience installing desktops, laptops, tablets, peripherals, and software in LAN, WAN, and standaloneenvironments.
  • Ability to detect, diagnose, and resolve hardware and software failures across desktop, portable, and mobile platforms.
  • Strong experience with Microsoft Windows 10/11, Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook support.
  • Experience using ServiceNow or similar trouble-ticketing systems for ticket management.
  • Strong communication skills with the ability to effectively interact with customers, peers, technical staff, and Government personnel both verbally and in writing.
  • Ability to analyze and assess service requests and provide prompt and accurate technical solutions.
  • Demonstrated proficiency with operating systems, business applications, imaging tools, and hardware platforms.
  • Ability to provide technical support by phone for users located outside the Washington, DC Metro area.
  • Experience performing software and hardware upgrades, system refreshes, and multi-device deployments.
  • Ability to support enterprise printing environments and printer server management.
  • Possess a valid driver’s license and ability to lift up to 50 lbs.
  • Ability to obtain and maintain the required government clearance.

Flexible work from home options available.

About the Company

C

CELESTIAL INNOVATIONS GROUP LLC

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