IT Helpdesk Technician

The IT Helpdesk Technician provides second-tier support to end users for PC, server, or mainframe applications and hardware. They interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

What You Will Do

The IT Helpdesk Technician will support, troubleshoot, and remediate issues pertaining to current and future versions of desktop operating systems, install and support new PC hardware and software, and integrate system peripherals into users' workstations.

Why It Might Be a Fit

The ideal candidate will have 6 years of technical experience with a wide range of hardware and software applications, excellent customer interface skills, and strong knowledge of Windows 10/11, Microsoft 365, and enterprise endpoint troubleshooting.

Requirements

• Clearance: Must possess and maintain an active Secret Clearance.
• Education: Bachelor's degree
• Six years of technical experience with a wide range of hardware and software applications.
• Must possess excellent customer interface skills.
• Bachelor's degree in information technology or computer science.
• 3+ years of experience providing Tier 2/desktop support in a DoD, federal government, military, or large enterprise environment.
• CompTIA A+, Network+, or equivalent technical certifications.
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, Group Policy, TCP/IP, DNS, DHCP, LAN/WLAN, VPN, and enterprise endpoint troubleshooting.
• Experience installing, configuring, imaging, upgrading, and troubleshooting desktop and laptop hardware, printers, scanners, multifunction devices, monitors, docking stations, and other IT peripherals.
• Demonstrated experience supporting Apple iOS/iPadOS and Android smartphones and tablets in an enterprise environment.
• Experience with mobile device management (MDM) technologies and enterprise mobile security requirements.
• Experience troubleshooting CAC/PIV smart cards, readers, middleware, PKI certificates, and derived credentials.
• Knowledge of DoD cybersecurity requirements, DISA STIGs, endpoint hardening, vulnerability remediation, and security compliance.
• Completion of Purebred training and/or experience performing Purebred Agent functions is highly desirable.
• Experience supporting Polycom or other video teleconferencing (VTC) systems is desirable.
• Experience with enterprise IT service-management/ticketing systems and the ability to maintain detailed incident documentation in accordance with established SLAs.
• Experience with IT asset management, property accountability, equipment inventory, deployment, relocation, and disposal procedures.
• Strong troubleshooting, analytical, organizational, documentation, and customer-service skills.
• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical personnel.
• Ability to work independently, prioritize multiple incidents, meet established response/resolution timelines, and collaborate effectively with network, cybersecurity, systems engineering, and application support teams.

Benefits

• Clearance: Must possess and maintain an active Secret Clearance.
• Education: Bachelor's degree
• Six years of technical experience with a wide range of hardware and software applications.
• Must possess excellent customer interface skills.
• Competitive salary and benefits package.