Help Desk Technician

Job Title: Help Desk Technician III (Secret Clearance Required)

Job Location: MacDill AFB, Tampa, FL (Onsite)

Rate: $25/hr on W2

Clearance: Active Secret Clearance Require

Job Summary

We are seeking an experienced Help Desk Technician III to provide Tier 0, Tier 1, and higher-level technical support for a mission-critical Department of Defense (DoD) program supporting the US Battlefield Information Collection and Exploitation Systems eXtended (US BICES-X) environment. This role supports military personnel, coalition partners, and government customers by delivering exceptional technical support, incident management, and IT infrastructure troubleshooting in a secure environment.

The ideal candidate will have strong customer service skills, experience supporting Windows enterprise environments, Active Directory administration, ITSM processes, and a solid understanding of networking fundamentals.

Key Responsibilities

• Provide Tier 0, Tier 1, and escalated technical support for hardware, software, operating systems, and enterprise applications.
• Serve as the first point of contact for end-user incidents and service requests.
• Troubleshoot and resolve desktop, laptop, software, printer, and connectivity issues.
• Escalate complex incidents to Tier II/Tier III support teams while ensuring complete documentation.
• Configure, install, and upgrade desktop software remotely.
• Provide desk-side and remote technical support to military, civilian, NATO, coalition partners, and international users.
• Manage user accounts, passwords, and permissions within Active Directory.
• Support enterprise infrastructure services including:
• DNS
• DHCP
• Active Directory
• Group Policy
• Monitor system health and respond to infrastructure alerts.
• Maintain system documentation and operational procedures.
• Assist users with deployment requests and IT service fulfillment.
• Provide end-user training and technical guidance.
• Participate in system maintenance, patch management, and security compliance activities.
• Support ITSM ticket management processes and ensure SLA compliance.
• Maintain system integrity while adhering to DoD security requirements.
• Collaborate with cross-functional infrastructure, server, and network teams.
• Participate in special IT projects and continuous process improvement initiatives.

Required Qualifications

• Bachelor's degree OR equivalent combination of education and additional experience.
• Minimum 3 years of Help Desk/Desktop Support experience.
• Active Secret Security Clearance.
• U.S. Citizenship required.
• Strong customer service and communication skills.
• Experience supporting:
• Windows desktop environments
• Active Directory
• DNS
• DHCP
• Network connectivity troubleshooting
• Experience using IT Service Management (ITSM) tools.
• Ability to work independently in a fast-paced operational environment.
• Strong troubleshooting and analytical skills.
• Willingness to work rotating shifts including weekends and holidays.

Required Certifications

• Active CompTIA Security CE
• Must meet DoD 8570 IAT Level II requirements.
• Computing Environment (CE) certification must be obtained within two weeks of hire if not already completed.

Preferred Qualifications

Experience with one or more of the following technologies:

• Active Directory Administration
• Group Policy
• Windows PowerShell
• Microsoft Windows Server 2008/2012/2016
• ServiceNow
• SCCM (Microsoft Endpoint Configuration Manager)
• Microsoft Exchange
• VMware
• Horizon View
• Tenable
• ACAS
• Server STIG implementation
• IAVA vulnerability remediation
• Patch Management
• Virtualization technologies
• Multi-Operating System environments
• Scripting (PowerShell or similar)
• Server monitoring and infrastructure alerting
• User, Administrative, and Service Account Management
• Systems Documentation
• End-user Training