Remote Tier II Help Desk Support Analyst

Precise Systems delivers integrated, mission-ready solutions that advance warfighter readiness and strengthen our nation's most critical defense programs. Through the power of our combined capabilities, we provide deep expertise in Advanced Engineering; Digital Transformation; Electromagnetic Warfare; Interactive Training & Simulation; Physical Sciences Research; Platform Lifecycle Support; and Foreign Military Sales. Unified by decades of trusted performance and expanded through strategic growth, our team applies innovative technologies, engineering rigor, and customer-focused execution to solve complex challenges and accelerate mission success. Guided by our commitment to partnership, precision, and performance, we deliver the scalable solutions and technical excellence our customers depend on-today and into the future.

Precise Systems seeks a Remote Tier II Help Desk Support Analyst who provides advanced IT Service Desk support and assists Technical Trainers with escalated technical issues. This role serves as the main point of contact for IT issues submitted through the SNAP application and regularly interfaces with customers and technical SMEs, including trainers, developers, web designers, system administrators, and application experts. This position may allow for remote work; however, employees must be able and willing to travel and provide in-office or on-site support as required by customer requirements, project demands, or business needs.

Duties:

• Act as an escalation resource for complex IT issues from support staff and customers via phone, email, or SNAP system, proactively identifying patterns and providing solutions
• Initiate troubleshooting of customer issues, taking ownership to resolve problems quickly and escalating only when necessary
• Maintain and enhance call management procedures, actively improving processes for handling, escalation, documentation, resolution, and follow-up
• Communicate proactively with customers, providing clear guidance, technical explanations, and timely updates on issue resolution
• Support system stability and improvement, monitoring performance, assisting with updates, and testing new tool features before release to prevent disruptions and resolve existing issues
• Identify recurring issues and recommend improvements to support processes, internal documentation, and training, including suggesting new content to address knowledge gaps or submitting change requests to enhance tool functionality
• Collaborate with SMEs to anticipate and resolve complex technical problems, driving continuous improvement and optimizing support operations.

Required Education:

• BS or BA degree.

ALLOWABLE SUBSTITUTION:

• A) An AS or AA degree and three (3) years of experience that matches the experience/training requirement for this position may be substituted for a BS or BA degree; or
• B) Seven (7) years of experience that matches the experience/training requirement for this position may be substituted for a BS or BA degree.
  

Required Experience:

• At least three (3) years of related experience in computer user customer relations.
• At least three (3) years in IT support, help desk, or technical customer service, preferably in fast-paced, high-volume environments, anticipating and resolving issues is key
• At least three (3) years experience with ticketing systems such as NHDSM, ServiceNow, Asset Tracking, Salesforce, or similar, actively managing and prioritizing incoming requests
• At least three (3) years experience handling phone and email interactions with customers, providing clear guidance, timely updates, and proactive solutions
• Strong problem-solving, critical thinking, and organizational skills, with the ability to identify patterns and prevent recurring issues
• Ability to work independently and adapt quickly to changing priorities, workflows, and customer needs
• Foundational knowledge of networking or software troubleshooting, with a proactive approach to diagnosing and resolving technical issues.

Desired Experience:

• Minimum 3 years' experience with Microsoft Office Suite
• Minimum 3 years' experience with web-based IT systems
• Working knowledge of SNAP (formerly NHDSM) system recommended but not required.

Must be able to obtain and maintain a Secret security clearance. Due to the sensitivity of customer related requirements, U.S. Citizenship is required.

Precise Systems values employee contributions, promotes diverse opportunities for professional growth, and prioritizes overall well-being. Our comprehensive professional services benefits package includes health insurance, life and accidental death and dismemberment coverage, disability insurance, retirement plans, holiday pay, employee-managed leave, and professional growth opportunities.

We recognize exceptional performance and alignment with our core values through our STAR Award recognition program.

Compensation at Precise Systems is determined by various factors, including education, experience, skills, competencies, and contract-specific requirements. The salary range for this position is $57,000 to $65,000 (annualized USD). This range represents the standard pay for this role and is just one component of Precise Systems' total compensation package.

Precise Systems is dedicated to a shared vision and core values of Integrity, Respect, and Responsibility, which foster innovation and drive our continued success in the global marketplace. Precise Systems and its subsidiaries are Equal Opportunity /Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, status as an individual with a disability, or any legally protected status under federal, state, or local law. Visit www.GoPrecise.com for a listing of current openings and our comprehensive, employee friendly benefits summary. Precise Systems participates in E-Verify.