Help Desk Support Tier II

Position Overview

Lucayan Technology Solutions is seeking an IT Help Desk II Technician to provide Tier 2 support for the 6th Medical Group (6 MDG) at MacDill AFB in Tampa, FL. This full-time, on-site role serves as an escalation point for complex issues, supporting system integrity, compliance, and advanced troubleshooting to ensure the availability of mission-critical medical IT systems. Clearance Requirement: Active DoD Secret Clearance.

Key Responsibilities

• Respond to and resolve escalated technical issues involving hardware, software, and networks.
• Provide Tier 2 support for desktops, servers, and enterprise applications.
• Manage and troubleshoot user accounts, Active Directory, and group policies.
• Support patch management, updates, and system security configurations.
• Track and resolve incidents using ServiceNow and AFNET Remedy ticketing systems.
• Assist with configuration and troubleshooting of networking equipment in coordination with admins.
• Perform system monitoring, diagnostics, and root cause analysis for recurring issues.
• Mentor and support Help Desk I staff by providing technical guidance.
• Ensure compliance with DoD cybersecurity directives and reporting requirements.

Required Qualifications

• Associate’s degree in IT, Computer Science, or related field (or equivalent experience).
• 2+ years of experience in IT support, including Tier 2 troubleshooting.
• Strong knowledge of Windows operating systems, Active Directory, and enterprise applications.
• Familiarity with networking fundamentals, patch management, and security tools.
• U.S. Citizenship required.
• Active DoD Secret Clearance is mandatory.
• DoD 8570 IAT Level II Certification (CompTIA Security+ CE, CCNA Security, or equivalent).
• Must complete DoD IA/Cyber Awareness, AT Level I, and ITIL-based training per PWS requirements.

Preferred Qualifications

• CompTIA Network+ or higher networking certification.
• Microsoft MCSA/MCSE certification.
• Experience supporting IT in a DoD healthcare environment.

Benefits & Perks

• Career Growth: Join a mission-driven team with opportunities to develop your career.
• Impact: Deliver mission-critical IT support that directly affects U.S. defense operations.
• Work Environment: Operate on-site at MacDill AFB with a structured schedule (Monday–Friday, 7:30 AM–4:30 PM with a 1-hour lunch) in compliance with AFOSH safety and installation access requirements.
• Team Focus: Be part of a dedicated organization that values its people as its greatest asset.