IT Help Desk Technician

About the Role

SysCom, Co is a Colorado Springs based SBA 8(a) and HUBZone defense contractor providing engineering, IT, range operations, logistics, and professional support services to federal and commercial clients. The IT Help Desk Technician will serve as the primary point of contact for IT support requests, diagnosing and resolving technical issues while ensuring exceptional customer service.

Why Join Us

• Founded in 2011, headquartered in Colorado Springs, delivering defense and federal support services.
• Certified SBA 8(a), HUBZone, ISO 9001:2015 and ISO 14001:2015 small business contractor.
• Provides engineering, information technology, range operations, logistics, and facilities support to DoD clients.
• Lean team of roughly 30 employees generating about $15 million in annual revenue.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems
• Diagnose and resolve hardware, software, operating system, printer, and network-related issues
• Install, configure, and maintain desktops, laptops, peripherals, and mobile devices
• Create, manage, and troubleshoot user accounts, passwords, and permissions
• Configure and support Microsoft Windows operating systems and Microsoft 365 applications
• Escalate complex technical issues to senior IT staff when necessary
• Document incidents, resolutions, and technical procedures within the help desk ticketing system
• Perform software installations, updates, and system upgrades
• Assist with workstation deployments, equipment setup, and hardware replacements
• Support remote users through remote desktop and remote support tools
• Monitor system performance and report recurring technical issues
• Assist with network connectivity troubleshooting, including Wi-Fi, VPN, and LAN-related issues
• Maintain IT inventory and asset records
• Ensure compliance with company IT security policies and best practices
• Participate in system maintenance, patch management, and preventative maintenance activities

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
• Proven experience in an IT Help Desk, Technical Support, or Desktop Support role
• Strong knowledge of Microsoft Windows operating systems
• Experience supporting Microsoft 365 applications, including Outlook, Word, Excel, and Teams
• Basic understanding of Active Directory, user account management, and Group Policy
• Knowledge of computer hardware installation and troubleshooting
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi
• Experience using ticketing systems such as Jira Service Management, Zendesk, ServiceNow, Freshservice, or similar platforms
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to manage multiple support requests while maintaining excellent customer service
• Strong organizational and time management skills

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent
• Experience with Microsoft Entra ID (Azure Active Directory)
• Familiarity with virtualization technologies such as VMware or Hyper-V
• Basic knowledge of cybersecurity best practices and endpoint protection
• Experience supporting remote and hybrid work environments
• Familiarity with scripting languages such as PowerShell is an advantage

Pay

$25/hr - $49/hr

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