Helpdesk Support Specialist II

Job Title: Helpdesk Support Specialist II

Department: Operations – Services

Reports To: RavenTek Program Manager

Location: Norfolk, VA (must live within driving distance)

Schedule: 12 hour shifts; 6am to 6pm or 6pm to 6am, varies per shift (3-4 days/week, weekends included)

Hours: Full Time 30+ per week (varies per week)

FLSA Status: Hourly, Nonexempt

Clearance: Ability to obtain Secret level

Position Summary

The Helpdesk Specialist II provides advanced front-line technical support services to end users by troubleshooting and resolving hardware, software, and access-related issues. This role serves as an initial point of contact for IT support requests and ensures timely resolution or escalation in accordance with established service level standards. The position supports mission-critical operations by delivering reliable, professional IT support services and maintaining high levels of customer satisfaction. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.