Cloud Help Desk with Security Clearance
Knight Federal Solutions · Arvada, CO · 1 wk ago
Information TechnologyFull-time
Responsibilities
- Responding to incoming help desk tickets via phone, email, chat, or ticketing system
- Providing first level troubleshooting for software, hardware, application, network, and account-related issues
- Documenting all interactions, troubleshooting steps, and resolutions in the ticketing system
- Escalating unresolved or complex issues to Tier Two or specialized support teams
- Aiding with password resets, account unlocks, and basic user account administration tasks
- Guiding users through step-by-step solutions in a clear, patient manner
- Following established SOPs, SLAs, and escalation paths
- Monitoring system alerts and reporting potential issues to senior staff
- Participating in Agile ceremonies (standups, retros, sprint planning) as required
- Onboarding and offboarding users
Qualifications
- 1+ year of experience with:
- Supporting a technical Help Desk
- Managing User Permissions via Active Directory
- Software patch management
- Strong communication skills and a customer-first mindset
- Demonstrated ability to troubleshoot basic technical issues using documented procedures
- DOD 8140 certification
- Willingness to consent to a Counter-Intelligence Polygraph if requested
- Knowledge of Computer hardware, Linux and Windows operating systems, and common business applications
Desired
- 1+ year of experience with:
- Linux scripting
- GitLab
- Argo CD
- Jira & Confluence
- AWS Cloud Service