Help Desk Technician / Tier III Support

Responsibilities

• Troubleshoot and resolve complex technical issues escalated from Tier I and Tier II.
• This includes problems related to network connectivity, virtual desktops (VDI), domain authentication, print services, and application access.
• Provide rapid and effective response to maintain user productivity.
• Process AMC tickets by performing endpoint provisioning, IP address assignment via DHCP or static configuration, switch port activation, DNS/DHCP updates, and port security validation.
• Ensure changes are logged, tested, and documented per change control policy.
• One FTE is designated to provide concierge-level IT support for approximately 75 General Officers and VIP users.
• This includes rapid response to service disruptions, proactive system checks, and discreet, onsite or remote assistance tailored to executive schedules.
• Aid with user account creation, disabling, unlocking, and access troubleshooting across Active Directory (AD), VDI, and other DISA-managed systems.
• Ensure changes are compliant with security protocols and properly authorized.
• Use the approved ticketing system to document, assign, update, and close service requests.
• Maintain professional, customer-focused communication throughout the ticket lifecycle to keep users informed of progress and resolution timelines.
• Maintain internal troubleshooting guides, resolution SOPs, and AMC process documentation.
• Contribute to the creation of job aids and training materials to improve Help Desk efficiency and reduce repeat incidents.
• Provide IT continuity support during Continuity of Operations (COOP) events, including prepositioning of equipment, alternate site readiness, and user migration assistance.
• Aid with enclave monitoring tools to track system health, identify trends, and escalate alerts to Network Engineers or Cybersecurity Technician as needed.
• Contribute to weekly and monthly performance summaries submitted to the Site Lead and Program Manager.

Qualifications

• Minimum 4-6 years of IT support experience, preferably in DoD or classified environments.
• Ability to resolve complex end-user issues related to hardware, VDI, networking, and software systems.
• Strong customer service skills, particularly in supporting senior leadership and VIP personnel.
• Familiar with ITSM tools (e.g., Remedy, ServiceNow), AMC tasking, and COOP operations.
• Security+ Certifications and ITIL Foundations (preferred).