Help Desk Specialist Tier II
Job Details
OFallon, IL Scott Air Force Base (DISA DITCO) - Scott AFB, IL
Full Time
Information Technology


We believe that every Team Member makes a difference at Integrated Computer Solutions, Inc. (ICS). ICS is a growing, veteran owned, business with the Corporate Office located in Montgomery, Alabama. We support IT contracts for federal, state, and municipal entities as well as private industries across the U.S. and overseas. The team takes pride thriving in a company culture made of uncompromising integrity, drive to get stuff done, grit, selfless service, and excellence.  


Job Details: Serve on the Global Service Center (GSC) contract as a Desktop Support Technician, at the government provided DGOC facility on Scott AFB in O’Fallon, IL, responsible for providing Tier II end-user device and software technical support/customer service supporting DISA’s Non-classified Internet Protocol (IP) Routed Network (NIPRNet) and Secret IP Routed Network (SIPRNet) end-user devices, with an emphasis on both resolving specific end-user device issues and supporting cybersecurity posture maintenance and new desktop system provisioning to maximize customer efficiency.


Essential Functions / Responsibilities: 

  • Provide support for DISA end-users at Scott AFB and serve as a Tier II Desktop Technician on all aspects of PC support
  • Hardware break/fix of laptops/Desktops
    Troubleshoot software issues to include diagnosis and repair, of Windows-based end-user devices and software to support the mission
  • Support the configuration of new systems and reimaging of existing systems
  • Coordinate with Department of Defense Network (DoDNet) Information Technology (IT) Services, to include providing in person support, to maintain the cybersecurity posture of existing system
  • Basic printer support including network or personal connectivity and basic maintenance (toner or paper replacement)
  • Perform new hardware upgrades/installs including data backup/migration in a laptop and desktop environment
  • Utilize customer-provided knowledge base and ticket management system to enter, document, track, coordinate, route, resolve, and close user ticket issues
  • Ability to work independently or as a team in identifying, resolving and managing customer service requests
  • Maintain exceptional level of professionalism, communication, and customer service with end-users
  • Exercise sound judgement with an ability to follow provided processes, procedures and checklists associated with obtaining results under this contract
  • Interact professionally with technicians across multiple disciplines to include, but not limited to networking, Tier 1, 2, and 3, and application support, customers and contract leadership
  • Amenable to provide technical support to onsite and remote customers to independently resolve complex, break/fix issues in person or via telephone
  • Communicate with others relating complex technical issues/solutions in a manner to establish effective partnerships/relationships in support of accomplishing the work
  • Compliance with all training, safety, and security standards and perform other duties/projects as assigned



  • Communication Proficiency
  • Technical Ability
  • Ethical Conduct
  • Problem Solving Ability
  • Time Management

Education and Experience: 


  • High School Diploma or equivalent, and
  • Minimum active Secret Clearance or ability to obtain and maintain a Secret level DoD security clearance, and
  • DoD 8570 Information Assurance Technical Level II (IAT-II) at time of hire, and
  • Help Desk Institute – Support Center Analyst (HDI-SCA) certification or ability to obtain within first 90 days of employment.


  • DoD 8570 IAT-II Certification: CompTIA Security+CE