IT Service Desk Specialist

At IPNS, we work exclusively in the Federal marketplace, providing agencies in the Civilian, Defense, and Intelligence communities with advanced IT systems solutions and next-generation technologies. We provide our services wherever our clients operate around the world. We are seeking a skilled addition to our IMO team to help track and provide Tier 1 and Tier 2 technical support for NETCOM Headquarters and supported organizations. This role ensures rapid response, troubleshooting, and resolution of IT incidents and service requests across Army enterprise environments. The IMO supports users on NIPRNet/SIPRNet, maintains ticket accuracy, and ensures compliance with Army cybersecurity and ITIL processes.

Key Responsibilities

• Receive, triage, and resolve incidents and service requests using AESMP or other Army‑approved ticketing systems.
• Provide Tier 1/2 troubleshooting for hardware, software, accounts, network access, and legacy applications.
• Support Active Directory tasks: password resets, unlocks, group membership updates, and account verification.
• Perform workstation imaging/re‑imaging, device configuration, and AUDs/INTUNE enrollment.
• Deliver customer support via phone, MS Teams, email, NETCOP, and walk‑ups.
• Escalate complex issues to Tier 3/O&M teams and track progress through closure.
• Maintain documentation, SOPs, and troubleshooting guides in Army 365 repositories.
• Ensure compliance with Army cybersecurity standards, STIGs, ACAS findings, and RMF controls.
• Provide VIP and senior leader support as required.

Required Qualifications

• Experience with AESMP, Remedy, ServiceNow, or similar ITSM tools.
• Strong troubleshooting skills across Windows OS, Army networks, and enterprise applications.
• Familiarity with ACAS, HBSS, STIGs, and Army cybersecurity compliance.
• Proficiency with Active Directory, Azure portal, AUDs, and INTUNE.
• Excellent communication and customer service skills.
• Ability to work in fast‑paced, high‑visibility environments.
• Active DoD Secret clearance.

Preferred Certifications

• CompTIA Security+ (required for IAT II)
• Network+, A+, OR Server+
• ACAS, HBSS, or other Army cybersecurity tool certifications

Pay: From $1.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Security clearance:

• Secret (Required)

Work Location: In person