Help Desk Support Technician

Roles & Responsibilities

• Operate as a cross-functional Tier I/II technician supporting end-users in a mission-critical Army IT environment
• Provide IT Help Desk support via phone, email, and in-person for desktops, laptops, printers, telephones, and peripheral devices
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft Office Suite, Microsoft Outlook, and Adobe Acrobat Pro in accordance with contract requirements
• Perform structured ticket intake, documentation, tracking, and closure using Government-approved ticketing systems and SLA timelines
• Execute basic to intermediate troubleshooting across application, operating system, network connectivity, and hardware layers, escalating complex issues to appropriate support entities (e.g., NEC)
• Install, configure, and maintain hardware and software for end-user systems, including imaging and deployment using Government-approved baselines
• Provide support for user account issues, CAC authentication, email configuration, printer connectivity, and network access
• Support inventory tracking and accountability of Government Furnished Equipment (GFE) and maintain accurate asset records
• Provide on-site support during Live Field Experiments (LFE), including:
  • Workstation setup, configuration, and connectivity
  • LAN cable troubleshooting and replacement
  • Telephony and wireless device support
  • Rapid response to issues within required timelines
• Coordinate with Network Enterprise Center (NEC) and other stakeholders for escalation and resolution of network or infrastructure-related issues
• Ensure compliance with cybersecurity and operational policies including CAC usage, STIG guidelines, and Information Assurance requirements
• Assist in maintaining documentation, SOP adherence, and contributing to quality control processes
• Provide basic user guidance and support to minimize recurring issues and improve user efficiency

Minimum Qualifications

• Minimum 5 years of experience in IT Help Desk / Desktop Support (Tier I/II) environment
• Strong working knowledge of Windows operating systems, Microsoft Office Suite, Outlook configuration, and general desktop troubleshooting
• Basic understanding of network troubleshooting concepts (IP configuration, connectivity checks, DNS resolution)
• Experience with hardware/software installation, configuration, and imaging processes
• Familiarity with IT ticketing systems and SLA-based support environments
• Ability to obtain and maintain Common Access Card (CAC) and pass background investigation
• Compliance with Department of Defense 8570 Information Assurance requirements
• Active Secret Security Clearance (mandatory at time of proposal)
• Required certifications (must be current):
  • CompTIA A+ (mandatory)
  • CompTIA Security+ (mandatory)
  • A current Computing Environment Certification (e.g., WIN10/WIN11)
  • Microsoft Certified Technology Specialist (MCTS – Windows 10) or equivalent current Microsoft certification
• U.S. Citizen or authorized to work in the United States
• High School Diploma with relevant experience or Associate''s/Bachelor''s degree in IT or related field

Preferred Qualifications

• Experience supporting Army or DoD IT environments (NIPRnet/SIPRnet)
• Familiarity with DISA STIG, endpoint compliance, and secure network environments
• Experience supporting field operations, exercises, or high-tempo support environments
• Knowledge of IT service management practices (ITIL-based environments)
• Experience with Active Directory, Group Policy, and enterprise endpoint management tools