{"id":1658883,"url":"https://alion.io/job/platinum-technologies-tier-2-helpdesk","title":"Tier 2 Helpdesk","company":{"id":684613,"name":"Platinum Technologies","domain":"pt78.co","url":"https://alion.io/company/pt78","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Albuquerque, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":83000,"currency":"USD","period":"year","gross":null,"usd_annual":83000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-01T14:34:53Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-12T15:30:45Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Who we are.\nPlatinum Technologies is a Northern Virginia based integrated solutions firm that specializes in PaaS, Cybersecurity & AI Platform development for the Defense and Federal Sectors. Our team solves hard problems and helps our Mission Partners achieve their goals. If you are self-motivated, possess demonstrated learning agility, and are passionate about delivering high-quality work products - we want to hear from you.\nWe lead with technical expertise, but that is just the tip of the iceberg - the ‘Why’ matters. At Platinum, we don’t hire people to just do a job. We provide professional and leadership development to complement our self-motivated domain experts. Our teammates are dot-connecting leaders that operate in a mutually accountable environment to deliver thought leadership, expert technical analysis, and quality execution for our clients.\nYou.\nPlatinum Technologies is seeking a Sr. Tier 2 Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable customer Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to customers internal and external mission partners operating in CONUS and OCONUS locations. In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the customer Data Center on both the classified and unclassified systems.\nThis role is located onsite in Albuquerque, NM. Candidates must hold an active TS/SCI clearance.\nWhat you get to do.\nTroubleshoot, resolve, or escalate remote and deskside IT issues.\nResolve connection and imaging issues on classified/unclassified endpoints.\nPerform VDI troubleshooting and resets on SIPR thin clients.\nDeploy and troubleshoot MFDs/printers, and coordinate vendor servicing.\nSet up IT equipment (ADPE) for new employee onboarding.\nExecute routine desktop installation and hardware setup tasks.Advanced Technical Support\n\nPerform root-cause analysis and advanced diagnostics to resolve complex remote and deskside IT incidents.\nTroubleshoot advanced connectivity and systemic imaging failures on Unclassified and Classified Endpoints (including SCIF deployments).\nExecute advanced VDI diagnostics and SIPR thin client remediation prior to Tier-III Virtualization escalation.\nDiagnose complex network printing (MFD) faults and coordinate advanced servicing with vendor technicians.\nRemediate complex account administration issues and secure access controls for enterprise applications and services.Deployment & Infrastructure Support\n\nCoordinate and execute comprehensive desktop installation projects, encompassing ADPE setup, VTC suites, and network validation.\nMaintain Microsoft Planner Dashboards with detailed technical updates to brief leadership on deployment and device status.Process & Compliance\n\nExecute all technical interventions in strict compliance with ITSM, ITIL, and information systems security/assurance protocols.\nAuthor comprehensive Knowledge Base Articles (KBAs) to document complex workarounds and newly identified fixes.\nDeliver prompt, high-level technical customer service, clearly communicating service degradations and remediation steps to users.\nMentor peer technicians by demonstrating advanced endpoint and peripheral troubleshooting methodologies.\nRequired Qualifications.\nHigh School with 8+ years of relevant experience.\nActive DoD TS/SCI clearance at time of consideration.\nCurrent 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date with Leidos, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.\nExperience in IT customer service including two years of IT ticketing system experience and one year of experience in remote desk takeover tools and usage.\nDesired Qualifications.\nSystems or network administration experience in Windows environment and/or advanced PowerShell, scripting\nFamiliarity with automated call distribution systems.\nCertification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.\nThe Company is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.","description_format":"text","description_chars":4644,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Software"],"lifecycle":[{"event":"open","at":"2026-10-02T02:51:59Z"}],"visa":[],"liveness":{"score":72,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.8,"p_room":0.9,"age_days":10,"expected_fill_days":29,"reasons":["conf:3","win:mid","comp:junior"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":83000,"is_top_pay":true},"html_url":"https://alion.io/job/platinum-technologies-tier-2-helpdesk","json_url":"https://alion.io/job/platinum-technologies-tier-2-helpdesk.json","meta":{"generated_at":"2026-10-12T16:25:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":684613},"rest":"https://alion.io/mcp/rest/get_company?id=684613"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fplatinum-technologies-tier-2-helpdesk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fplatinum-technologies-tier-2-helpdesk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fplatinum-technologies-tier-2-helpdesk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/platinum-technologies-tier-2-helpdesk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fplatinum-technologies-tier-2-helpdesk"}]}