Senior Help Desk Technician

About the role

Information Technology Help Desk Lead and expert to support USTRANCOM’s Joint Enabling Capabilities Command (JECC) based at Norfolk, VA. The JECC is an operationally‑oriented organization and requires a dynamic, energetic, and technically accomplished Help Desk practitioner.

Responsibilities

• Provide full‑range computer and systems support in response to user requests for technical assistance, multi‑function devices, account permissions management, troubleshooting, and computer/peripheral installations.
• Supervise a 5‑7 person Help Desk cadre, formulate system maintenance scope and objectives, and manage Help Desk priorities and ticketing queues.
• Maintain, administer, backup, restore, report on, and perform general maintenance of hardware and operating systems (primarily Windows OS) and a range of software applications in DoD environments.
• Support on‑call and after‑hours duties, including operationally critical support through holidays, staff absences, and incident response.
• Manage all access accounts and role‑level privileges.
• Provide remote and desk‑side support for end‑user hardware, software, and application requirements.
• Perform inventory management and control duties: manage new and ongoing inventory, document changes, implement unit hand‑receipting processes, support deployment kit management, and execute related documentation.
• Communicate effectively with military, civilian, and contractor personnel at all levels.
• Demonstrate operational resilience in a fast‑paced, rapidly evolving environment.
• Travel OCONUS and CONUS (3‑10 days) roughly once or twice yearly.

Requirements

• At least three (3) years of Help Desk support experience, including remote and desk‑side support in a Microsoft Windows 10 environment.
• Current Secret security clearance.
• Current Security+ certification (or equivalent) with one or more of the following: Cloud+, GICSP, SCCP, GSEC, CASP+, CCNP Security.
• Bachelor’s degree in a related field (or equivalent experience).

Preferred Qualifications

• At least two (2) years of experience as a member of a senior military staff with joint experience.
• At least two (2) years supporting NIPR and SIPR personnel account credentialing.
• Eligibility for TS/SCI clearance.

Travel

OCONUS and CONUS travel lasting 3–10 days, occurring roughly once or twice per year.