Job Description

Help Desk Technician

Location: On-Site Jacksonville, FL
Employment Type: Full-Time
Salary Range: $70,000 - $75,000 annually
Security Clearance: Active Secret Clearance

We are seeking a highly motivated Help Desk Technician to provide technical support and application support services in a laboratory environment. The successful candidate will support end users with workstation, laptop, printer, and software-related issues while ensuring compliance with government cybersecurity and information assurance requirements.

This position is supporting a federal government customer through a subcontracting partnership and offers the opportunity to work in a mission-critical environment.

Primary Responsibilities

End User Support

• Provide Tier I and Tier II technical support for laboratory personnel and end users.
• Respond to and resolve user issues involving desktops, laptops, printers, peripheral devices, and software applications.
• Deliver daily troubleshooting and support for workstation hardware and software issues.
• Assist users with Laboratory Information Management Systems (LIMS) functionality and application-related issues.

Systems Administration Support

• Assist with administration, configuration, and maintenance of user and computer accounts.
• Support workstation imaging, deployment, refresh initiatives, and inventory management activities.
• Maintain documentation, standard operating procedures (SOPs), and technical records.
• Perform workstation setup, configuration, and lifecycle management.

Application Support

• Provide support for laboratory applications and business systems.
• Support commonly used applications including:
  • Microsoft Office Suite
  • Adobe Products
  • Java-based Applications
  • Cisco VPN Client
  • Tableau
  • Other customer-supported applications

Hardware & Device Support

• Troubleshoot and support:
  • Desktop Workstations
  • Laptops
  • Label Printers
  • Multifunction Printers
  • Other peripheral devices

Operating System & Patch Management

• Support Windows 10 Enterprise and Windows 10 Enterprise LTSC environments.
• Assist with workstation patching and vulnerability remediation using:
  • Ivanti / Shavlik Protect
  • Tanium
  • Microsoft Endpoint Configuration Manager (MECM)
  • Windows Server tools and services

Information Assurance & Compliance

• Support cybersecurity and Information Assurance (IA) compliance requirements.
• Assist with security management activities utilizing:
  • McAfee HBSS
  • Active Directory
  • Assured Compliance Assessment Solution (ACAS)
  • Group Policy
• Ensure workstation compliance with security baselines and organizational policies.
• Participate in vulnerability remediation and compliance efforts.

Documentation & Reporting

• Maintain accurate records of support activities and system changes.
• Provide weekly updates to documentation, procedures, and policies as required.
• Contribute to process improvement initiatives and knowledge base development.

Required Qualifications

• High school diploma or equivalent (Associate's or Bachelor's degree in Information Technology or related field preferred).
• Minimum 2-4 years of experience in Help Desk, Desktop Support, or Technical Support roles.
• Experience supporting Windows-based desktop environments.
• Knowledge of Active Directory user and computer account management.
• Experience troubleshooting hardware, software, printers, and network connectivity issues.
• Strong customer service and communication skills.
• Ability to document procedures and technical solutions clearly.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Experience supporting Laboratory Information Management Systems (LIMS).
• Experience with MECM, Tanium, Ivanti/Shavlik, or similar patch management tools.
• Knowledge of cybersecurity compliance tools including HBSS and ACAS.
• Experience supporting government or Department of Defense (DoD) environments.
• CompTIA Security+, A+, Network+, or similar industry certifications.

Security Requirements

• Active Secret Security Clearance preferred.
• Candidates eligible for clearance sponsorship are encouraged to apply.
• Ability to obtain and maintain a Secret Security Clearance is required.
• Candidates may begin performance with an Interim Secret Clearance.

Benefits:

• PTO
• Holiday Pay
• 401K with a 4% Match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life & AD&D
• Voluntary Life AD&D
• Short-term Disability
• Long-Term Disability
• Health Savings Account
• Flexible Spending Account (Health and Dependent)
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Employee Assistance Program (EAP)

We are committed to fostering an inclusive workplace and provides equal employment opportunities (EEO) to all employees and applicants for employment. We do not employ AI tools in our decision-making processes. Regardless of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran. ensures that all employment decisions are made in accordance with applicable federal, state, and local laws. Our commitment to non-discrimination in employment extends to every location in which our company operates.