IT Helpdesk Support Specialist

Overview:

MTSI is seeking an experienced and highly capable IT Helpdesk Support Specialist to provide advanced end-user and system-level support to our AFRL customer at Wright-Patterson AFB. This position focuses on supporting and maintaining a complex IT environment that spans Windows and Linux systems, with integrated networking components and security considerations. This is a hands-on role that requires strong troubleshooting skills, excellent customer service, and the ability to handle a broad range of technical issues, from desktop support to basic infrastructure and networking functions.

This position is ideal for a motivated IT professional with experience in Linux (RHEL-based systems), Windows Server/Desktop, and fundamental networking concepts, who enjoys solving technical problems in a mission-driven, fast-paced environment.

Key Responsibilities:

• Provide Tier 2/Tier 3 support for Linux and Windows desktop and server systems.
• Troubleshoot and resolve hardware, software, OS, and network issues across multiple environments and security domains.
• Support system patching, configuration management, system monitoring, and log review for both Linux and Windows systems.
• Assist in user management and access control, including permissions, security groups, and authentication services (e.g., Active Directory, IDM).
• Respond to helpdesk tickets, track and resolve incidents efficiently, and escalate when appropriate.
• Assist with routine security checks, vulnerability remediation, and documentation of processes.
• Provide support for networking issues involving DNS, DHCP, and IP configuration (basic troubleshooting).
• Collaborate with cross-functional teams to ensure continuity and efficiency in IT operations.
• Assist in developing helpdesk workflows and processes to provide outstanding user support and efficient cross-team operations.
• Document troubleshooting steps, system configurations, and standard operating procedures (SOPs).
• Assist in monitoring and generating reports for maintenance and Cyber RMF continuous monitoring from tools such as Elastic, SolarWinds, Ansible, and BigFix (training provided).

Minimum Qualifications:

• 4+ years of relevant IT support experience, including advanced desktop/server troubleshooting.
• Experience administering Linux (RHEL/CentOS) and Windows Server/Desktop environments.
• Familiarity with networking fundamentals: TCP/IP, subnets, VLANs, firewalls, DNS/DHCP.
• Experience supporting secure environments or classified systems (DoD or similar).
• Active DoD Secret clearance required.
• Must meet DoD IAT Level II (Security+ or equivalent) certification requirements.
• Excellent communication skills and ability to explain technical concepts to non-technical users.
• Proven ability to work independently and within a team, adapting to rapidly shifting priorities.

Desired Qualifications:

• Experience with Red Hat Satellite, Ansible, IDM, or related tools.
• Familiarity with Active Directory, GPOs, and Microsoft infrastructure services.
• Exposure to network monitoring and log aggregation tools (e.g., Elastic, SolarWinds).
• Experience using ticketing systems and following ITIL best practices.
• Understanding of virtualized environments, particularly Nutanix AHV or VMware.
• Experience with endpoint management tools such as BigFix.
• TS/SCI eligibility is a plus.
• Industry certifications such as RHCSA/RHCE, MCSA, CompTIA Linux+, CCNA, or ITIL v4 are highly desirable.