Job Description
Duties:
Serves as a senior help desk technician, providing advanced troubleshooting and resolution for complex IT support tickets.
Supports daily help desk operations, including ticket triage, workload balancing, and escalation management.
Communicates IT issues, outages, and resolutions to users in a clear, timely, and professional manner.
Provides hands-on support for hardware, software, network connectivity, user accounts, and system access across multiple environments.
Coordinates with network, cybersecurity, and system administration teams to resolve cross-functional technical issues.
Supports user onboarding and offboarding, including account provisioning, permissions, and equipment setup.
Documents troubleshooting steps, resolutions, and procedures to enhance the help desk knowledge base.
Monitors system performance and recurring issues; recommends improvements to enhance user experience and reliability.
Provides support to VIP and senior leadership, ensuring responsive and high-quality service.
Tracks IT service requests, incidents, and taskings; provides status updates as needed.
Supports configuration, deployment, and maintenance of end-user devices and peripherals.
Assists in maintaining compliance with DoD IT policies, cybersecurity requirements, and organizational procedures.
Provides guidance and mentorship to junior technicians, as appropriate.
Maintains awareness of IT system changes, updates, and maintenance activities to proactively support users.
QUALIFICATIONS
Required Skills/Experience:
· Minimum of 10 years of experience in IT support, help desk operations, or enterprise technical troubleshooting.
· Demonstrated experience supporting DoD or Army IT environments, including classified and unclassified networks.
· Strong knowledge of Windows operating systems, Active Directory, user account management, and enterprise applications.
· Experience resolving complex technical issues involving hardware, software, network connectivity, and system access.
· Ability to communicate technical issues and solutions clearly to non-technical users and senior leaders.
· Strong customer service skills with the ability to support a diverse workforce in a high-tempo environment.
· Experience with ticketing systems such as Remedy, ServiceNow, or equivalent.
· Ability to prioritize and manage multiple concurrent tasks with minimal supervision.
· Proficiency in Microsoft Office Suite and common enterprise productivity tools.
· Must have a current driver’s license.
· Travel: 5–10%
· Must be a U.S. Citizen.
· Must have an active DoD Secret clearance upon hire and the ability to maintain it.
EDUCATION REQUIREMENTS:
Associate’s or Bachelor’s Degree in Information Technology, Computer Science, or related field.
Equivalent experience may be considered in lieu of degree.
PREFERRED / DESIRED SKILLS:
DoD 8570/8140 certifications such as Security+, Network+, A+, or equivalent.
Experience supporting enterprise-level DoD help desk operations.
Familiarity with ITIL processes and service management best practices.
Experience with enterprise imaging, device deployment, and configuration tools.
Experience supporting VIP users or senior leadership.
Knowledge of enterprise cybersecurity requirements and user compliance practices
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