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# Help Desk Technician

- **Company:** Omniscius Consulting
- **Location:** Orlando, FL, United States
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Issue Tracking Systems, NIPRNet, Remote Desktop Services, Computer Equipment, Information Technology
- **Published:** September 10, 2026
- **Apply:** https://www.careerjet.com/jobad/us9244b724c293b12f99de5a0856799475

## About the Role

* Active DoD Secret Security Clearance

## Description

Our client is seeking candidates for a Help Desk Technician to support a DoD customer in Orlando, FL. Qualified candidates must have an active DoD Secret clearance. The Help Desk Technician shall provide phone and onsite support for headquarters personnel and phone/remote desktop support for the field offices. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet) and Classified (SIPRNet) networks.
Responsibilities:

 * Meet established service level metrics for call response, technical support, and customer service
 * Input trouble calls into the ticket tracking system. Ensure all relevant information is gathered and documented
 * Resolve trouble calls; in person at the help desk, over phone, and/or through email
 * Analyze and resolve trouble tickets utilizing tools such as remote desktop
 * Escalate trouble tickets when required by service desk processes to Tier II, Tier III, or appropriate team/individual
 * Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
 * Assign Trusted Agents (TA's) responsible for issuing alternate tokens to HQ personnel when required
 * Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable
 * Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.


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