Help Desk Technician - Tier 2

Work Arrangement

This is an onsite position at Pope field, North Carolina

Job Overview

The Help Desk Technician Tier 2 provides frontline technical and management support across the program. This role performs troubleshooting, resolves technical issues, and ensures accurate documentation of incidents. The technician works in a fast paced, 24/7/365 operational environment supporting critical C2ISR systems and user communities.

Essential Functions

• Perform in-depth troubleshooting, diagnostics, and resolution of complex issues across all services in the service catalog.
• Assist users through multiple communication channels, including in person, phone, chat, remote desktop, automated workflows, email, and knowledge articles.
• Deliver Tier II/Tier III support during standard business hours and resolve escalations from Tier I teams.
• Participate in 24/7/365 operational coverage, including shift-based work schedules.
• Support OCONUS personnel with advanced technical assistance and incident resolution.
• Maintain precise documentation for all service requests, troubleshooting steps, solutions, and escalations.
• Utilize role-specific tools including:
• Service desk ticketing platforms (ServiceNow, Remedy)
• Knowledge repositories and documentation systems
• Remote desktop support tools (Microsoft Remote Desktop, TeamViewer)
• Collaboration platforms (Microsoft Teams, Zoom, Outlook)
• PC diagnostic utilities and network connectivity testers
• Remote access and troubleshooting tools (Secure OOBM, PuTTY, TS Reader, Wireshark)
• Performance monitoring dashboards (Grafana, Prometheus, SolarWinds) for proactive anomaly detection
• Audio/visual troubleshooting utilities
• Asset and inventory management systems
• Standardized documentation templates for procedures, troubleshooting logs, and technical reports

Standard Essential Functions

• Regular and reliable attendance on a full time basis [or in accordance with posted schedule].
• Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Embodies AEVEX’s cultural values and aligns daily actions with department goals and company culture.

Qualifications and Competencies

• Strong working knowledge of:
• Service desk ticketing systems such as ServiceNow and Remedy
• Knowledge base and documentation repositories
• Remote support tools including Microsoft Remote Desktop and TeamViewer
• Collaboration platforms such as Microsoft Teams, Zoom, and Outlook
• PC diagnostic utilities and basic network connectivity testers
• Audio/visual troubleshooting tools
• Inventory and asset management systems
• Standard documentation templates for procedures, workflows, and trouble logs

Education / Certifications

• Must complete DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level
• Obtain CE/Operating System (OS) certificate within six months of the assignment.

Experience

• Previous experience as a Help Desk Technician Tier 2 or similar role supporting a DoD customer at the CCMD level; Minimum of 5 years’ experience with a BS/BA or 3 years’ experience with an MS/MA or 0 years’ experience with a PhD.
• DoD 8140 role for WRC: 411; Element: IT; Work Role: Technical Support Specialist; Proficiency Level: Basic / ability to obtain

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions