Help Desk Support Technician

Roles & Responsibilities

Operate as a cross-functional Tier I/II technician supporting end-users in a mission-critical Army IT environment
Provide IT Help Desk support via phone, email, and in-person for desktops, laptops, printers, telephones, and peripheral devices
Troubleshoot and resolve issues related to Windows operating systems, Microsoft Office Suite, Microsoft Outlook, and Adobe Acrobat Pro in accordance with contract requirements
Perform structured ticket intake, documentation, tracking, and closure using Government-approved ticketing systems and SLA timelines
Execute basic to intermediate troubleshooting across application, operating system, network connectivity, and hardware layers, escalating complex issues to appropriate support entities (e.g., NEC)
Install, configure, and maintain hardware and software for end-user systems, including imaging and deployment using Government-approved baselines
Provide support for user account issues, CAC authentication, email configuration, printer connectivity, and network access
Support inventory tracking and accountability of Government Furnished Equipment (GFE) and maintain accurate asset records
Provide on-site support during Live Field Experiments (LFE), including:

Coordinate with Network Enterprise Center (NEC) and other stakeholders for escalation and resolution of network or infrastructure-related issues
Ensure compliance with cybersecurity and operational policies including CAC usage, STIG guidelines, and Information Assurance requirements
Assist in maintaining documentation, SOP adherence, and contributing to quality control processes
Provide basic user guidance and support to minimize recurring issues and improve user efficiency

Minimum Qualifications

Minimum 5 years of experience in IT Help Desk / Desktop Support (Tier I/II) environment
Strong working knowledge of Windows operating systems, Microsoft Office Suite, Outlook configuration, and general desktop troubleshooting
Basic understanding of network troubleshooting concepts (IP configuration, connectivity checks, DNS resolution)
Experience with hardware/software installation, configuration, and imaging processes
Familiarity with IT ticketing systems and SLA-based support environments
Ability to obtain and maintain Common Access Card (CAC) and pass background investigation
Compliance with Department of Defense 8570 Information Assurance requirements
Active Secret Security Clearance (mandatory at time of proposal)
Required certifications (must be current):

CompTIA A+ (mandatory)
CompTIA Security+ (mandatory)
A current Computing Environment Certification (e.g., WIN10/WIN11)
Microsoft Certified Technology Specialist (MCTS – Windows 10) or equivalent current Microsoft certification

U.S. Citizen or authorized to work in the United States
High School Diploma with relevant experience or Associate's/Bachelor's degree in IT or related field

Preferred Qualifications

Experience supporting Army or DoD IT environments (NIPRnet/SIPRnet)
Familiarity with DISA STIG, endpoint compliance, and secure network environments
Experience supporting field operations, exercises, or high-tempo support environments
Knowledge of IT service management practices (ITIL-based environments)
Experience with Active Directory, Group Policy, and enterprise endpoint management tools

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