Help Desk Technician

SDA Solutions LLC is seeking a motivated and customer-focused Tier I Help Desk Technician to join our team supporting a Department of Defense customer in Quantico, VA.

The Tier I Help Desk Technician serves as a first point of contact for users requiring technical assistance and provides day-to-day support for hardware, software, account access, and other IT-related issues. This position supports a large enterprise environment with users located throughout the United States and worldwide.

The ideal candidate is dependable, responsive, comfortable working directly with customers, and able to troubleshoot common technical issues while accurately documenting and escalating more complex problems.

An active Secret clearance is required. Candidates without an active Secret clearance will not be considered.

Primary Responsibilities

• Serve as a first point of contact for end users experiencing technical issues.
• Receive, document, troubleshoot, and resolve Tier I service desk tickets.
• Provide hands-on and remote support for desktops, laptops, software, peripherals, and other end-user devices.
• Troubleshoot Windows operating system and common desktop application issues.
• Assist users with account access, password resets, connectivity issues, and other routine technical requests.
• Create, update, and manage service tickets through resolution or appropriate escalation.
• Accurately document troubleshooting steps, actions taken, and resolution details within the ticketing system.
• Escalate issues requiring Tier II, Tier III, or engineering support and provide sufficient documentation to facilitate resolution.
• Follow up with users and provide status updates in accordance with established service-level agreements (SLAs).
• Assist with basic Active Directory user and group administration, as authorized.
• Support mobile devices, printers, peripherals, and other approved enterprise equipment.
• Maintain a professional and positive customer experience when supporting users at all levels of the organization.
• Follow established DoD security policies, procedures, and service desk processes.
• Support additional service desk and IT operations activities as required.

• Active Secret security clearance.
• Strong customer service and communication skills.
• Experience providing technical support in a help desk, service desk, desktop support, or similar IT environment.
• Working knowledge of Microsoft Windows operating systems.
• Basic understanding of computer hardware, software, and peripheral troubleshooting.
• Basic understanding of networking concepts and connectivity troubleshooting.
• Ability to troubleshoot technical issues, gather relevant information, and determine when escalation is necessary.
• Ability to manage multiple tickets and priorities while maintaining accurate documentation.
• Ability to work effectively both independently and as part of a technical support team.
• Strong attention to detail and commitment to timely customer support.

Required Certification

• CompTIA Security+ CE

Education & Experience

• Bachelor’s degree in a technical, business, or related field preferred.
• Relevant technical experience, education, training, or certifications may be considered in lieu of a bachelor’s degree.
• Previous experience in a DoD, federal government, enterprise help desk, or service desk environment is preferred.

Desired Qualifications

• CompTIA A+, Network+, Server+, or other relevant IT certifications.
• Experience with ITSM/ticketing platforms such as BMC Remedy or similar systems.
• Experience supporting Microsoft 365/O365 environments.
• Basic knowledge of Active Directory, user accounts, groups, and permissions.
• Familiarity with ITIL principles and service desk SLAs.
• Experience supporting mobile devices and enterprise peripherals.
• Basic familiarity with command prompt, PowerShell, DNS, and common network troubleshooting tools.
• Previous experience supporting a Department of Defense customer.

Referral program, Professional development assistance, Tuition reimbursement, 401(k), Health insurance, Retirement plan, 401(k) matching, Paid time off Contract, Full-time On call Quantico, VA, SDA Solutions LLC is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to any status protected by applicable federal, state, or local law.

Job Types: Contract, Full-time

Pay: From $48,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

License/Certification:

• CompTIA Security+ (Required)