End User Device (EUD) Technician/ Help Desk Specialist

About the role

The Dedicated End User Device (EUD) Technician / Client Service Technician (CST) – Field Technician II (Help Desk Specialist) provides frontline technical support services for NIPR and SIPR end-user systems supporting the United States Air Force Academy (USAFA).

Responsibilities

• Provide Tier I and Tier II technical support for NIPR/SIPR desktop systems, laptops, printers, peripherals, and end-user devices.
• Respond to customer requests received through walk-in Help Desk support, telephone support, remote support, and ServiceNow/CIPS ticketing systems.
• Troubleshoot hardware, software, account access, printer connectivity, CAC reader, and peripheral device issues.
• Install, configure, and support desktop computers, laptops, printers, and other end-user equipment.
• Aid users with Microsoft O365 applications and enterprise software troubleshooting.
• Perform basic account support and password assistance for NIPR/SIPR users.
• Support workstation imaging and lifecycle replacement activities for Government systems.
• Document all troubleshooting actions, service requests, and ticket updates within Government Automated Information Systems (AIS).
• Provide desk-side support when issues cannot be resolved remotely.
• Support VIP customers and mission-critical personnel as directed by management.
• Assist with printer troubleshooting, printer mapping, and CAC-enabled printer support.
• Support vulnerability remediation efforts and required software/security updates.
• Ensure compliance with response and restoration timelines for Priority 1, 2, and 3 outages.
• Participate in after-hours support and on-call rotations when required.
• Support operational standby requirements, special events, graduation activities, and mission-critical operations.
• Maintain professional customer service standards and ensure timely communication with customers regarding service status.
• Follow Government security procedures and safeguard sensitive information and systems.

Requirements

• Active Secret Security Clearance required.
• Minimum of 1–3 years of experience in Help Desk support, desktop support, or enterprise IT customer service environments.
• Experience supporting Windows desktop operating systems and Microsoft Office/O365 applications.
• Basic knowledge of desktop hardware, printers, peripherals, and troubleshooting methodologies.
• Familiarity with ticket management systems such as ServiceNow or similar platforms.
• Strong customer service, communication, and problem-solving skills.
• Ability to work in a fast-paced operational environment.
• Ability to work independently and as part of a team.
• Experience supporting DoD or Government IT environments preferred.

Qualifications

• CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.