What are the responsibilities and job description for the Tier 1 Helpdesk Specialist (Active Secret Clearance) with Security Clearance position at Akima Infrastructure Services?
AMO, an Akima company, is looking for IT Support Specialistwith an Active Secret clearance in New Orleans, LA. This full-time position will support the Naval Information Warfare Center (NIWC) Atlantic Research, Development, Test & Evaluation (RDT&E) network as an IT Specialist providing first and second-line technical support for network-connected and standalone laboratory environments. This role serves as the initial point of contact for technical assistance requests and is responsible for troubleshooting, ticket documentation, issue escalation, and maintaining operational continuity within secure DoD IT environments. This Hybrid position requires that you live within commuting distance from New Orleans, LA. Responsibilities Customer Support & Ticket Management: * Respond to telephone calls, email, and in-person requests for technical support.
- Log all customer interactions in the ServiceNow ticketing system.
- Promptly categorize, generate, route, and escalate customer requests requiring support beyond Tier 1 scope.
- Track technical issues and maintain detailed history records to ensure timely resolution.
- Coordinate cross-tier integration to ensure consistent and repeatable support processes.
- Diagnose hardware, software, and basic network/data communication issues using specialized tools and software utilities.
- Support workstation configuration and basic account administration.
- Assist users with commonly used IT applications and systems.
- Operate effectively in a fast-paced and diverse RDT&E environment.
- Maintain working knowledge of commonly used IT concepts, practices, and procedures.
- Support escalation workflows and collaborate with Tier 2 and Tier 3 teams.
- Update and maintain systems Configuration Management tools
- Experience supporting Linux and Mac operating systems is desired. Qualifications * Active Secret clearance.
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience per contract guidelines) AND 2-3 years of IT support experience.
- High School or Associates AND 4 yeas of IT support experience.
- Experience using ticketing systems (ServiceNow preferred).
- Strong troubleshooting and customer service skills.
- Ability to communicate clearly with technical and non-technical users.
- Ability to work in a structured, compliance-driven environment.Desired Certifications / Training * CompTIA Security ce.
- Windows 11 (Udemy or equivalent training).
- Exposure to Linux and macOS environments.
- Knowledge of LDAP preferred. Job ID 2026-22294 Work Type Hybrid Company Description Work Where it Matters Akima Mission Optimization (AMO), an Akima company, is not just another federal logistics contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At AMO, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. For our shareholders, AMO provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years. For our government customers, AMO delivers innovative administrative support services that streamline operations, and enhance productivity. As an AMO employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.