Help Desk Technician

Job Responsibilities:

• Provide technical assistance and support for computer hardware, software, network access, telecommunications systems, and application-related issues through phone support and ticketing systems.

• Troubleshoot and resolve user-reported technical problems by identifying root causes, analyzing system behavior, and referencing historical issue records and databases.

• Escalate complex issues to specialized application, product, or systems support teams when required.

• Maintain accurate documentation of support activities, issue tracking, and resolution updates within internal systems and databases.

• Identify recurring technical issues and communicate trends or patterns to management for further review and resolution.

Minimum Qualifications:

• Associate degree in a related field with 3 years of relevant experience, OR High School diploma/GED with 5 years of related experience and applicable certification.

• Must meet DoD 8140 IAT II compliance requirements, including an active Security CE certification or equivalent.

• Must be a U.S. Citizen.

• Must possess and maintain an active U.S. Department of Defense security clearance at the required level.

Preferred Qualifications:

• Strong communication and customer support skills with the ability to interact effectively with both internal and external users.

• Experience working with DoD cryptographic devices and associated handling procedures.

• Background troubleshooting computer systems, networks, and operating systems such as Solaris, Unix, and/or Linux.

• Familiarity with Department of Defense messaging platforms and communication systems.

• Experience supporting highly visible and mission-critical environments where system uptime and operational availability are prioritized.