IT Helpdesk Support Technician

Req Id: 533 Location: CLARKSBURG, MD, US, 20871 Date: Oct 22, 2026 Thales Defense & Security, Inc. (TDSI) Headquartered in Clarksburg, MD, is a U.S. company that has been serving domestic and international defense Air, Land and Sea domains for 60+ years. With over 1,000 employees, TDSI and its four subsidiaries (Advanced Acoustic Concepts, Digital Receiver Technology, Tampa Microwave, and Trusted Cyber Technologies), supports U.S. Joint Services, special operations forces and multi-national partners with a variety of communication, visualization, signal intelligence/electronic warfare, and sensor/sonar capabilities. TDSI’s key technologies include tactical handheld radios, expeditionary satellite terminals, helmet-mounted displays, optics and target recognition capability, advanced radars, undersea sensing and missile systems. Lives depend on what we do! Top Benefits (Subject to terms of applicable policies/plans) Competitive SalaryYearly Incentive Compensation PlanMedical insurance for self and eligible family membersGenerous 401(k) program- up to 7% company contribution and 100% immediate vestingTuition ReimbursementPaid wellness, vacation, and holiday leavePaid maternity, paternity, and parental leave9/80 Work Schedule (every other Friday off)Hybrid working environment We are excited to announce that we have an opening in our Clarksburg, MD office for an IT Helpdesk Support Technician. This role reports to the Associate Client Services Manager. Responsibilities Troubleshoot computer system problems and provide solutions full-time via phone support using specific product knowledge, system utilities, and other available resourcesFollow established policies, procedures, operating instructions and processes to provide quality customer support to clients via telephone and/or Help Desk Management applicationLog and properly document all issues, follow-up, and resolution information for each assigned ticketIdentify customer concerns or issues and resolve, or escalate to Level III Help Desk Technician Team as appropriateTake initiative in diagnosing less common issues and collaborate with senior engineers on level 3 problem resolutionUtilize resources such as FAQ’s, knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutionsMaintain working knowledge of all Help Desk related policies, procedures, application installation guidelines, system configurations, and current hardware, through on-going training and self-initiated research and studyDemonstrate a consistent sense of urgency on open issues to ensure timely resolutionProvide training to other team members as needed Qualifications The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. U.S. Citizenship Required. Ability to obtain and maintain US Secret Level Security Clearance upon hireAssociates degree and 0-2 years of IT/helpdesk experience or combination of education and experienceKnowledge of MS Windows 7/10 Operating SystemsKnowledge of MS OfficeExperience working with Help Desk ticket management softwareKnowledge of PC Software/PC Hardware installation, troubleshooting and repairAbility to navigate challenging situations with composure, professionalism and clear communicationAbility to follow established guidelines and instructionsAbility to lift equipment weighing up to 50 Lbs. with/without assistanceGood problem-solving skillsGood Time Management and Organization skills, Excellent attendance and punctualityAbility to multi-task in fast-paced environment.Ability to travel to all TDSI site locations as needed (10% travel)Excellent verbal and written communications - Fluent in EnglishAbility to participate in a rotating on-call schedule, providing after-hours and weekend support for special projects and continuous operationsAbility to comply with all Company guidelines, policies, procedures and embrace Company Core Values Preferred But Not Required Qualifications A + Certification is a plusLAN and WAN skillsNet+Printer troubleshooting and repairBasic Active Directory AdministrationBasic SMS/SCCM experience The annualized pay range for this role is $60,000.00 to $75,000.00 USD along with a target incentive compensation plan (ICP) of 5%. The pay range provided is a good faith estimate representative of the experience level for the role described above. TDSI considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. For specific questions about this job posting, candidates may contact talent acquisition at careers@thalesdsi.com. Thales Defense & Security, Inc. is committed to non-discrimination as applicable under federal, state and local laws. We are an E-Verify Employer. If you need an accommodation or assistance in order to apply for a position with Thales Defense & Security, Inc., please call Human Resources at 240-864-7000. Nearest Major Market: Washington DC