Help Desk Technician II - Contingent

Public Trust Eligibility Required

This is a contingent position, meaning employment is dependent upon the successful award of the associated contract to Aretum and completion of any required background investigation or security clearance verification. 

About Aretum

Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront. 

Job Summary 

The Help Desk Technician II provides advanced technical troubleshooting and deskside support for escalated incidents from Tier 1. Operating from both the IT Contact Center and the Technology Assistance Center (TAC), this role focuses on resolving complex issues, assisting Tier 1 staff, and ensuring efficient resolution of end-user IT challenges.

Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.  

Responsibilities

• Serve as the primary escalation point for Tier 1 support for complex technical incidents and service requests.
• Perform in-depth troubleshooting of hardware, software, VPN, and network connectivity issues.
• Conduct advanced diagnostics, log analysis, and configuration reviews.
• Provide in-person technical support, including hardware deployment, break-fix repairs, and tech refresh activities.
• Maintain open communication with users and IT teams, ensuring accurate ticket documentation in ServiceNow.
• Support and train Tier 1 technicians by sharing knowledge and assisting with difficult or recurring issues.
• Participate in major incident response activities, providing timely updates and technical expertise.
• Support VIP and executive-level users, ensuring prompt and discreet issue resolution.
• Adhere to established change, incident, and problem management procedures.

• 3 years of applicable experience.
• High School Diploma/GED.
• Strong diagnostic and analytical skills for desktop, laptop, and network troubleshooting.
• Familiarity with system imaging, configuration management, and hardware replacement procedures.
• Proficiency in ITSM and remote support tools (ServiceNow, SCCM, Remote Desktop, etc.).
• Strong interpersonal skills for working in both contact center and in-person environments.

Preferred Qualifications

• Associate or bachelor’s degree in IT-related field.
• CompTIA Network+ certification.
• Microsoft Modern Desktop Administrator or Endpoint Administrator certification.
• ITIL Foundation certification.

Travel Requirements

Travel to client locations is required for this position and may vary based on project needs. 

EEO Statement

Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance. 

As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws. 

We are proud to support our nation’s veterans and military families, providing career opportunities that honor their service and experience. 

If you require reasonable accommodation during the hiring process due to a disability, please contact [email protected] for assistance. 

Equal Opportunity Employer/Veterans/Disabled 

U.S. Work Authorization

Applicants must be U.S. citizens or currently authorized to work in the United States on a full-time basis. This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency’s background investigation requirements. Sponsorship is not available. 

• Health Care Plan (Medical, Dental & Vision)   
• Retirement Plan (401k)  
• Life Insurance (Basic, Voluntary & AD&D)   
• Paid Time Off  
• Family Leave (Maternity, Paternity)   
• Short Term & Long-Term Disability   
• Training & Development