What are the responsibilities and job description for the Tier 2+ Help Desk Support Technician position at Aptive?
Job Summary
Aptive is seeking Tier 2 – Help Desk Support personnel to provide comprehensive IT support services for the Department of Veterans Affairs (VA). This role supports the VA customer base by providing technical support for MS Exchange/Office Automation, resolving help desk tickets, managing Active Directory accounts, and ensuring compliance with VA IT policies. The position is onsite in Washington, DC.
The expected compensation at the time of requisition creation, is between $65,000 and $75,000. The position offers with medical, dental and vision coverage. Additional benefits such as 401K, disability insurance and PTO are provided as well.
Primary Responsibilities
- Provide advanced MS Exchange/Office Automation technical support, ensuring system availability and minimizing service disruptions.
- Monitor, analyze, and troubleshoot MS Exchange/Office infrastructure issues, including Active Directory account management and Exchange mailbox administration.
- Perform daily operational support tasks, including resolving email delivery failures, addressing software configuration issues, and implementing system updates.
- Support Active Directory administration, including user account provisioning, modification, and deactivation, as well as managing security and distribution groups.
- Implement and document Outlook configuration changes in alignment with VA security policies and system requirements.
- Utilize ServiceNow to track and prioritize support requests, ensuring timely response and issue resolution.
- Assist in the deployment of Exchange/Office automation updates, security patches, and feature enhancements to maintain system efficiency.
- Professionally handle “white glove” / VIP calls
Minimum Qualifications
- Bachelor’s Degree in IT, Computer Science, or related field.
- Advanced experience in IT help desk support, including troubleshooting MS Exchange, Office 365, and Windows/Mac environments.
- Strong knowledge of help desk operations and ServiceNow ticketing systems.
- Demonstrated ability to manage Active Directory, software deployments, and device imaging.
- Strong problem-solving and critical thinking skills with the ability to work independently.
- Superior communication skills for technical and non-technical audiences.
- Ability to obtain and maintain public trust clearance.
Desired Qualifications
- Experience working in a government consulting environment.
- Familiarity with VA IT security policies and best practices.
- Ability to work in a fast-paced environment and adapt to evolving IT needs.
About Aptive
Aptive is a management consulting firm based in Alexandria, Virginia. With more than 500 employees across the U.S., we primarily support the federal government – more than a dozen agencies like Veterans Affairs, Transportation, Defense, Library of Commerce, Customs and Border Protection and the National Science Foundation. Our work focuses on applying creativity, technology and human-centered services to improve performance, bridge divides and elevate the lives of millions of people who count on government. services every day.
EEO Statement
Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.
Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.
Salary : $65,000 - $75,000
