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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Lea Service Desk Technician - **Company:** 22nd Century Technologies, Inc. - **Location:** Norfolk, VA, United States - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Active Directory, User Authentication, CompTIA Security+, Cyber Security, Virtual Private Networks (VPN), Microsoft Office, Windows Search, Network Connections, Remote Access Technology, TCP/IP, Wide Area Networks, Office365 - **Published:** September 5, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9145640/lea-service-desk-technician ## About the Role * Active DoD Secret security clearance. * CompTIA Security+ CE certification or equivalent certification meeting applicable DoD IAT requirements. * Must be able to work onsite in Norfolk, VA. ## Description We are seeking an experienced Lead Help Desk Technician to provide technical leadership and hands-on IT support to the National Defense University (NDU) in Norfolk, VA. The Lead Help Desk Technician will oversee day-to-day service desk operations while providing Tier I and Tier II technical support to faculty, staff, military personnel, and other authorized users. The ideal candidate is a strong technical troubleshooter and customer-service professional who can lead a help desk team, prioritize competing requests, resolve complex technical issues, and ensure support activities are performed in accordance with DoD policies, cybersecurity requirements, and established service desk procedures., * Lead daily help desk operations and serve as the senior technical point of contact for the support team. * Provide Tier I and Tier II technical support for hardware, software, network, account, and connectivity issues. * Diagnose and resolve workstation, laptop, printer, peripheral, application, and network problems. * Support Microsoft Windows desktop environments and Microsoft Office/Microsoft 365 applications. * Troubleshoot Active Directory accounts, permissions, password issues, and user access. * Support VPN, remote access, authentication, mobile devices, and other enterprise IT services. * Utilize ticketing and IT service management systems to document, prioritize, track, and resolve incidents and service requests. * Monitor help desk workload, ticket queues, service levels, and escalations. * Assign and prioritize work among help desk technicians based on urgency, impact, and technician expertise. * Provide technical guidance, mentoring, and training to junior help desk personnel. * Serve as the escalation point for complex or recurring technical problems. * Identify trends in incidents and recommend corrective actions or process improvements. * Create and maintain technical documentation, troubleshooting procedures, knowledge articles, and standard operating procedures. * Assist with workstation deployments, imaging, software installation, configuration, and lifecycle replacement. * Support network connectivity troubleshooting, including TCP/IP, LAN/WAN, wireless, and VPN-related issues. * Maintain accurate hardware, software, and asset records. * Ensure all support activities comply with applicable DoD cybersecurity, information assurance, and security requirements. * Properly handle and safeguard sensitive and classified information and systems. * Communicate technical information clearly to users with varying levels of technical expertise. * Provide professional, responsive customer service to senior leadership, faculty, staff, and military personnel. * Coordinate with government personnel and other IT support organizations to resolve issues and maintain continuity of operations. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Fireside Chat with Lea](https://www.wearedevelopers.com/videos/551-fireside-chat-with-lea) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [Basic And Advanced Networking in Dart and Flutter](https://www.wearedevelopers.com/magazine/112-basic-and-advanced-networking-in-dart-and-flutter) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)