About the position The Service Desk Specialist provides Tier I and Tier II technical support services to end users in support of enterprise IT operations. This role ensures timely resolution of technical issues, adherence to Service Level Agreements (SLAs), and compliance with DoD cybersecurity and RMF requirements. The Help Desk Specialist serves as the first point of contact for incident management, service requests, and troubleshooting across desktop, network, and enterprise systems. This position supports mission-critical environments requiring disciplined ticket management, customer service excellence, and cybersecurity awareness.

Responsibilities

• Serve as first-line support for incidents and service requests via phone, email, and ticketing system.
• Log, categorize, prioritize, and track tickets using approved ITSM tools (e.g., ServiceNow, BMC Remedy).
• Resolve Tier I issues and escalate complex Tier II/Tier III issues appropriately.
• Meet or exceed contractual SLA response and resolution times.
• Provide troubleshooting for: Windows 10/11 desktop environments, Microsoft Office 365 applications, Outlook email configuration and access, Network connectivity (LAN/WAN/VPN), Active Directory account issues (password resets, unlocks, permissions).
• Support hardware setup, imaging, and deployment.
• Assist with printer, peripheral, and mobile device configuration.
• Perform user provisioning and deprovisioning in compliance with security policies.
• Manage access requests following least-privilege principles.
• Support CAC/PIV authentication troubleshooting.
• Ensure compliance with DoD RMF and organizational security policies.
• Identify and report potential security incidents.
• Support vulnerability remediation efforts as directed.
• Maintain IAT certification requirements (if applicable).
• Develop and maintain knowledge base articles.
• Document troubleshooting steps and resolutions.
• Contribute to continuous process improvement initiatives.
• Communicate technical solutions clearly to non-technical users.
• Provide professional, courteous support in high-tempo environments.
• Conduct follow-ups to ensure issue resolution and user satisfaction.

Requirements

• Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2–4 years of professional experience in IT Help Desk or Service Desk support.
• Experience using ITSM tools.
• Working knowledge of: Windows operating systems, Microsoft Office 365, Active Directory, TCP/IP networking fundamentals.
• Strong troubleshooting and problem-solving skills.
• CompTIA Security+ CE (IAT Level II) – Required for DoD environments.
• Active Secret Clearance
• U.S. Citizenship required for DoD programs

Nice-to-haves

• ITIL Foundation

Benefits

• medical
• dental
• vision
• life
• short- and long-term disability insurances
• a 401(k)-retirement savings plan
• generous leave time