1817 - Help Desk Specialist - Onsite - Active Secret Required (B with Security Clearance

About the role

We are seeking a highly motivated and driven Help Desk Specialist to work onsite supporting enterprise IT for our defense-focused customer, ensuring mission-critical systems remain operational.

Responsibilities

• Provides first-tier software, hardware, and printing technical assistance to computer users via in-person, email, telephone, or remote support.
• Answers questions and resolves computer problems through discussions with users, diagnosing issues and providing timely solutions.
• Supports end users on a variety of technical issues, including identifying, researching, resolving, and following up on problems.
• Serves as the focal point for customer concerns, documenting, tracking, and monitoring technical problems to ensure timely resolution.
• Collaborates with system administrators, network technicians, infrastructure technicians, and application engineers to restore service or identify root causes.
• Simulates or recreates user problems to resolve operating difficulties and recommends system modifications to reduce recurring issues.
• Maintains working knowledge of M365 Office Suite, MS Teams, and Windows operating systems.

Requirements

• 5 years of directly related experience supporting help desk Tier 1, Tier 2, and/or Tier 3 operations, preferably for a large-scale government customer.
• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone or remote assistance.
• Experience with Remedy or other Help Desk Management Systems.
• Progressive experience in managing a technical support team.
• Experience developing and providing Service Level Agreements (SLAs) and Help Desk deliverables.

Qualifications

• CompTIA Security+ CE certification.
• Microsoft Azure Fundamentals (AZ-900) certification.
• Active Secret Security Clearance.
• BS/BA degree in Computer Science, Information Sciences, or related IT discipline. Allowable substitutions: 6 years of work experience without a degree or 2 years of experience with an AS/AA degree.

Benefits

• Generous PTO/Leave Package.
• 11 Paid Federal Holidays.
• Medical, Dental, & Vision Plan.
• Short-Term & Long-Term Disability.
• Life Insurance and Accidental Death & Dismemberment coverage.
• 401K Retirement & Matching, including profit-sharing.
• Free Training & Development Subscription.
• Tuition Assistance Program.
• Direct Deposit.

Pay

The likely salary range for this position is $66,560 - $85,280 annually, with actual compensation set based on experience, geographic location, and contractual requirements.