Job Description

• Serve as the first point of contact for all help desk inquiries, providing Tier I–II technical support for end users.
• Diagnose and resolve issues related to workstations, laptops, printers, peripherals, and enterprise software applications.
• Support account provisioning, permissions, and access requests across secure and non-secure networks.
• Troubleshoot connectivity, VPN, and network-related issues, escalating when necessary to higher-tier teams.
• Maintain accurate records of service tickets, issues, and resolutions using established ticketing systems.
• Assist users with hardware/software installations, updates, and configuration tasks.
• Coordinate with cybersecurity personnel to ensure compliance with security requirements, patching, and system hardening.
• Support system rollouts, hardware refresh cycles, and continuous improvement initiatives.
• Provide outstanding customer service and maintain a professional, user-focused approach in all interactions.
• Assist with documentation, knowledge base articles, and process updates to improve support workflows.

• Active Top Secret Clearance. TS/SCI preferred.
• 5+ years of experience in help desk or IT support roles (Tier I or II).
• Strong troubleshooting skills across Windows operating systems, hardware, and software applications.
• Experience with secure networks, account administration, and access request workflows.
• Familiarity with ticketing and IT service management systems (e.g., Jira, ServiceNow, Remedy).
• Strong communication and customer service skills; ability to explain technical concepts to non-technical users.
• Ability to work onsite and support time-sensitive mission requirements.

• CompTIA A+, Network+, Security+, or similar certifications.
• Experience supporting DoD, Air Force, or other classified environments.
• Knowledge of endpoint security tools, patch management, and compliance frameworks.
• Familiarity with enterprise collaboration tools and configuration (Teams, Outlook, SharePoint).
• Experience supporting engineering or software development environments.