IT Service Desk Technician

Job Duties

Provides Help Desk support operations utilizing the JIRA ticketing system to create, manage, and track all service requests within the JT3 department

Ensures accurate ticket creation with strong attention to detail, proper formatting, and correct punctuation to maintain clear and professional documentation

Manages the full lifecycle of tickets, including creation, monitoring progress, follow-ups, updates, and final resolution to ensure completion and accountability

Communicates continuously with users and technical teams to gather required information, provide updates, and resolve issues efficiently

Tracks ticket status proactively and follows up on pending actions to ensure timely progress and prevent delays

Organizes workload through task prioritization and use of tracking methods (e.g., to-do lists) to manage multiple ongoing tickets effectively

Leads and participates in weekly status meetings to review all active tickets, gather updates, and communicate progress to stakeholders

Conducts monthly turn-in meetings to review and manage the status of all turn-in related tickets and ensure proper documentation and closure

Prepares and delivers weekly progress reports to the task lead, ensuring visibility of ticket activity, risks, and completion status

Manages front desk operations at the JWTC, including workstation setup, monitoring personnel access, and maintaining operational readiness

Enforces security protocols by ensuring personnel comply with restrictions on personal electronic devices within classified areas

Escorts authorized personnel within designated secure areas in accordance with established security procedures

Identifies, documents, and reports facility or operational concerns to the building manager to ensure timely resolution and proper escalation

Handles Personally Identifiable Information (PII) in accordance with IT security policies and ensures proper safeguarding of sensitive user data

Maintains accurate documentation of user interactions, ticket updates, and communication history to support audit readiness and compliance

Supports a high-security IT environment at Fort Huachuca, ensuring all processes align with cybersecurity and information assurance standards

Requirements

Clearance: Secret

Certification: CompTIA Security+

Education/Experience: Requires a Bachelor’s degree; or an Associate’s degree and at least 4 years of experience; a minimum of 60 semester hours of formal education working towards an Associate’s or Bachelor’s degree and at least 6 years of experience; or at least 8 years of experience is required.

Additional certifications (other than those required for the position) in the area of specialization be substituted for experience or education but vary by certification.

The degree must be in a relevant technical curriculum and experience must be related to the job duties.

Demonstrated knowledge of IT concepts, practices, and procedures, with experience supporting Help Desk operations and ticket management systems (experience with JIRA preferred)

Demonstrated ability to apply experience and judgment to plan, prioritize, and execute tasks in a dynamic environment while managing multiple requirements simultaneously

Strong written and verbal communication skills, with proven attention to detail, including accurate data entry, documentation, and proper grammar and punctuation

Proven analytical and problem-solving skills, including the ability to identify risks, escalate issues appropriately, and communicate findings and recommendations to leadership

Working knowledge of IT security practices, including proper handling of PII and compliance with classified environment protocols; experience in government or DoD environments preferred

Physical

The candidate, with or without reasonable accommodation, must be able to sit for extended periods of time

Occasional standing and movement within the facility may be required

Requires frequent hand dexterity for computer-based tasks