Job Description Job Description
Sarela Technology Solutions, LLC is seeking
Intermediate and
Senior Helpdesk Specialists to provide Tier 1 and Tier 2 support for a large-scale Department of Defense (DoD) program at Fort Belvoir. These roles support DTRA's classified and unclassified environments, delivering enterprise IT support, end-user troubleshooting, and systems administration in alignment with ITIL and ITSM best practices.
Key Responsibilities (All Levels): - Provide IT Service Desk support for desktops, laptops, VDI, phones, printers, and peripherals
- Troubleshoot, resolve, and escalate technical issues deskside or remotely
- Set up ADPE and ensure proper account access for new users
- Follow ITSM/ITIL processes to ensure timely and quality resolution
- Maintain ticket queues and meet AQL/SLA commitments
- Use Remedy or ServiceNow to track tickets and document work
- Support end-users on both classified and unclassified systems
- Create or contribute to Knowledge Base Articles (KBAs)
- Assist with cybersecurity defense of hosted data and applications
- Deliver excellent customer service in person, via phone, and online
Additional Responsibilities - Senior Level (Tier 2): - Perform root cause analysis for recurring technical issues
- Provide advanced troubleshooting support and implement long-term fixes
- Support service degradation/outage communication and resolution
- Mentor junior helpdesk technicians and contribute to process improvement
- Assist with network/system administration (Windows Server, Cisco)
- Correlate events and incidents to support enterprise IT health monitoring
- Participate in operations management and ITSM reporting
Qualifications: Intermediate (Tier 1): - Bachelor's + 4 years of relevant experience (or Master's + 2 years)
- Active Secret clearance
- IAT Level II Certification (e.g., Security+ CE)
- 2+ years of experience with IT ticketing systems
- 1+ year experience with remote desktop/control tools
- Familiarity with Office 365, Windows Server, Cisco, and remote desktop software
Senior (Tier 2): - Bachelor's + 8 years of experience (or Master's + 6-10 years)
- Active Top Secret clearance
- IAT Level II Certification (e.g., Security+ CE)
- 4+ years of ticketing system experience and escalation support
- Experience with network/system troubleshooting and SLA-based performance
Preferred Tools & Certifications (All Levels): - ServiceNow, Remedy, Microsoft Office 365, remote desktop apps
- Certifications in ITIL, HDI, CoBIT, Lean Six Sigma, or equivalent
At SarelaTech, you'll be part of a mission-focused, values-driven team working on meaningful national defense programs. We prioritize integrity, innovation, and continuous improvement in everything we do. If you thrive in a collaborative environment with opportunities for technical growth and leadership, we want to hear from you.
Company Description
Sarela Technology Solutions LLC is a Cybersecurity and Professional IT Services company specializing in Cybersecurity Compliance, Cloud Engineering, DevSecOps, Operations & Sustainment, Defense Acquisition Support, and Healthcare IT.
Vision: Balance customer obsession with employee-focused leadership.
Mission: Provide our customers challenge solving IT solutions & services so they can achieve mission success.
Values: We are guided by the following core principles: Respect for all, Honor, Integrity, Courage, Responsibility, Commitment, Continuous Improvement.
Sarela Technology Solutions, LLC is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on any basis or status protected under federal, state, or local law
Company Description Sarela Technology Solutions LLC is a Cybersecurity and Professional IT Services company specializing in Cybersecurity Compliance, Cloud Engineering, DevSecOps, Operations & Sustainment, Defense Acquisition Support, and Healthcare IT.
Vision: Balance customer obsession with employee-focused leadership.
Mission: Provide our customers challenge solving IT solutions & services so they can achieve mission success.
Values: We are guided by the following core principles: Respect for all, Honor, Integrity, Courage, Responsibility, Commitment, Continuous Improvement.
Sarela Technology Solutions, LLC is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on any basis or status protected under federal, state, or local law