Help Desk Support Specialist

Job Responsibilities

• Serve as the primary point of contact for end-user technical support and help desk operations.
• Respond to, diagnose, troubleshoot, and resolve hardware, software, printer, and network connectivity issues.
• Install, configure, maintain, and support desktop computers, laptops, peripherals, operating systems, and business applications.
• Provide Tier I and Tier II support for government users in accordance with established service levels.
• Manage, track, and update service tickets to ensure timely resolution and customer satisfaction.
• Install, configure, and troubleshoot operating systems, software updates, and security patches.
• Support user account administration, password resets, and access management activities.
• Aid with SharePoint administration, site management, optimization, and user support.
• Cook up support activities with the local Network Enterprise Center (NEC) and other technical teams.
• Maintain system documentation, technical procedures, inventory records, and knowledge base articles.
• Support specialized software installations, configuration activities, and database-related functions.
• Participate in planning, implementation, and support of IT projects and technology refresh initiatives.
• Monitor system performance and identify opportunities to improve operational effectiveness.
• Provide technical guidance and status updates to leadership regarding projects, support efforts, and ongoing initiatives.
• Support compliance with Army, DoD, cybersecurity, and organizational policies and standards.
• Provide on-call support outside of normal business hours for scheduled maintenance and emergency service interruptions as required.

Qualifications

• U.S. Citizen.
• Must have or be able to obtain and maintain a DoD Secret Security Clearance.
• Associate's degree in Information Technology, Computer Science, Information Systems, or a related field; OR High School Diploma/GED with four (4+) years of relevant IT support experience.
• IAT Level II certification or higher in accordance with DoD 8570/8140 requirements (CompTIA Security+ CE, SSCP, GSEC, CCNA Security, GICSP, or equivalent).
• Experience providing desktop support, help desk services, or end-user technical support in an enterprise environment.
• Experience installing, configuring, troubleshooting, and supporting Windows desktop operating systems and Microsoft Office applications.
• Experience with SharePoint administration, support, optimization, or site management.
• Must possess and maintain a current Microsoft certification in Windows Server, Microsoft Modern Desktop, or a related Microsoft technology.
• Experience managing support tickets and providing customer-focused technical solutions.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively within a team environment.

Preferred

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field.
• Experience supporting Department of Defense (DoD), Army, or Federal Government IT environments.
• Experience supporting Active Directory, Group Policy, Microsoft 365, and enterprise IT environments.
• Experience with endpoint management, software deployment, and system administration tools.
• Familiarity with cybersecurity best practices, vulnerability remediation, and compliance requirements.
• Strong customer service skills with the ability to communicate effectively with technical and non-technical users.
• Self-starter with the ability to manage multiple priorities and competing deadlines.
• Excellent organizational skills and attention to detail.
• Experience supporting IT modernization, migration, or infrastructure improvement projects.