Helpdesk Technician
Role details
Job location
Tech stack
Job description
The Helpdesk Technician is a technical support professional responsible for providing Tier 1 and Tier 2 end-user support to up to 275 users of a Department of Defense (DoD) virtual desktop environment at a fixed facility in the Honolulu, HI area. Working under the direction of the IT Site Lead, the Helpdesk Technician serves as the first point of contact for all user support requests, troubleshoots and resolves technical issues, and escalates complex problems to senior technical staff. This role requires a service-oriented mindset, strong communication skills, and the ability to operate effectively in a security-conscious DoD environment.
Key Responsibilities
User Support & Incident Management
Serve as the primary point of contact for end-user support requests received via phone, email, ticketing system, or walk-up.
Log, categorize, prioritize, and track all support requests and incidents in the IT Service Management (ITSM) ticketing system.
Provide Tier 1 and Tier 2 troubleshooting and resolution for issues related to virtual desktop access, user accounts, peripherals, applications, and connectivity.
Ensure tickets are resolved or escalated within established Service Level Agreement (SLA) timeframes.
Communicate clearly and professionally with users throughout the support process; provide status updates and follow up to confirm resolution.
Escalate complex or unresolved issues to System Administrators, Network Administrators, or other senior technical staff as appropriate.
Virtual Desktop & Endpoint Support
Troubleshoot and resolve virtual desktop infrastructure (VDI) client issues including session connectivity, display problems, performance degradation, and application errors.
Support thin client and endpoint device setup, configuration, and troubleshooting.
Assist users with VDI client software installation, updates, and configuration.
Support printing, peripheral connectivity, and audio/video device troubleshooting in the VDI environment.
Account & Access Management
Process user account requests including account creation, password resets, unlocks, and access modifications in accordance with approved procedures.
Coordinate with System Administrators for account provisioning and deprovisioning requests that exceed Tier 1/2 authority.
Ensure all account management actions are performed in accordance with DoD account management policies and documented in the ticketing system.
Cybersecurity Awareness & Compliance
Adhere to all DoD cybersecurity policies, acceptable use requirements, and security procedures in daily operations.
Recognize and report potential cybersecurity incidents, suspicious activity, or policy violations to the Cybersecurity Engineer and IT Site Lead.
Reinforce cybersecurity awareness with end users during support interactions.
Ensure all support actions comply with DoD data handling and information assurance requirements.
Documentation & Knowledge Management
Document all support activities, troubleshooting steps, and resolutions accurately in the ticketing system.
Contribute to the development and maintenance of helpdesk knowledge base articles and SOPs.
Track recurring issues and trends; report patterns to the IT Site Lead to support proactive problem management.
Operational Support
Support exercises and real-world operations that may require extended or surge hours outside normal operating windows (0600-1800 local).
Participate in team meetings, training activities, and administrative requirements as directed by the IT Site Lead., Normal operating hours are 0600-1800 local time. Extended or surge hours may be required in support of exercises or real-world operations. Schedule coordination is managed by the IT Site Lead.
Requirements
Do you have experience in Windows?, Do you have a Associate's degree?, Experience with IT ticketing systems (e.g., ServiceNow, Remedy, or equivalent).
Demonstrated ability to troubleshoot Windows-based environments, user accounts, and common desktop/application issues.
Familiarity with virtual desktop environments and thin client technologies.
Strong customer service and communication skills; ability to work professionally with military and government personnel.
DoD 8570/8140 IAT Level I compliance required - CompTIA A+ CE, Network+ CE, or equivalent minimum.
Preferred Qualifications
CompTIA Security+ CE (satisfies IAT Level II and is strongly encouraged for career development).
Experience supporting VMware Horizon, Citrix, or equivalent VDI platforms.
ITIL Foundation certification or equivalent service management knowledge.
Experience supporting DoD classified environments (SIPRNet/NIPRNet).
HDI Support Center Analyst (HDI-SCA) or equivalent helpdesk certification.
Experience supporting operational military environments including exercises or real-world operations.
Required Education and Length of Experience
Associate's degree in Computer Science, Information Technology, or other related field
A High School Diploma with an additional 3 years of experience above the minimum requirement (5+ years of experience in total) plus at least one relevant technical certification (Security Plus, Network Plus, CISSP, CCNA, CCNP, or other equivalent technical certification) may be substituted for consideration.
2+ years of experience in IT helpdesk or technical support experience, preferably in a DoD or government IT environment, This role will begin in July 2026. Candidates must be local to the site ready to begin work at that time.
U.S. Citizenship Requirements
Due to our contracts with the U.S. federal government and the requirement for a security clearance for this role, candidates for this position must be U.S. Citizens.
Clearance Type Required
Candidates must be able to maintain an active Top Secret with SCI eligibility security clearance (must be in-scope and adjudicated).