IT Help Desk Technician

This role is part of the Jobright Direct Hiring Network, where top companies hire top talent directly through our platform. Hiring company: SysCom, Co, 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.

About the Company

• 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.

Requirements

• 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