> Markdown version of [/jobs/ext/2966222-helpdesk-technician](https://www.wearedevelopers.com/jobs/ext/2966222-helpdesk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Helpdesk Technician

- **Company:** ISPA Technology, LLC
- **Location:** Honolulu, HI, United States
- **Experience:** Experienced
- **Salary:** $70,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, CompTIA Security+, HP Thin Clients, Issue Tracking Systems, Virtual Desktops, Citrix Systems, NIPRNet, VMware Horizon View, ServiceNow IT Service Management, Peripherals, Information Technology, Servicenow, User Accounts
- **Published:** September 17, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9171896/helpdesk-technician

## About the Role

Associate's degree in Information Technology, Computer Science, or related field.
High School Diploma plus 3 additional years of relevant experience (5+ years total) and at least one technical certification may be substituted.
2+ years of IT helpdesk or technical support experience, preferably in a DoD or government environment.
Experience with IT ticketing systems (ServiceNow, Remedy, or similar).
Strong troubleshooting skills in Windows environments and desktop applications.
Familiarity with virtual desktop and thin-client technologies.
Excellent customer service and communication skills.
DoD 8570/8140 IAT Level I certification (CompTIA A+, Network+, or equivalent).
Preferred Qualifications
CompTIA Security+ CE.
Experience with VMware Horizon, Citrix, or similar VDI platforms.
ITIL Foundation certification.
Experience supporting SIPRNet/NIPRNet or classified environments.
HDI Support Center Analyst (HDI-SCA) certification.
Experience supporting military operations or exercises.

## Description

We are seeking a Helpdesk Technician to provide Tier 1 and Tier 2 support for a DoD virtual desktop environment supporting approximately 275 users in the Honolulu, HI area.
Reporting to the IT Site Lead, this role serves as the primary point of contact for user support, troubleshooting technical issues, managing service tickets, and escalating complex problems as needed. The ideal candidate is customer-focused, technically proficient, and experienced working in security-conscious environments., End-User Support
Provide Tier 1 and Tier 2 technical support via phone, email, ticketing systems, and in-person requests.
Troubleshoot and resolve issues involving virtual desktops, user accounts, applications, peripherals, and connectivity.
Log, prioritize, track, and resolve incidents within established SLA requirements.
Escalate unresolved issues to senior technical staff when appropriate.
Communicate clearly with users and provide timely status updates.
Virtual Desktop & Endpoint Support
Support VDI environments, including connectivity, performance, display, and application issues.
Configure and troubleshoot thin clients, endpoint devices, printers, and peripherals.
Assist with VDI client software installation and updates.
Account Management & Security
Process account creation, password resets, account unlocks, and access changes.
Follow DoD cybersecurity policies and report potential security incidents.
Maintain accurate documentation of all support activities.
Documentation & Operations
Document troubleshooting steps and resolutions within the ticketing system.
Contribute to knowledge base articles and standard operating procedures.
Support exercises and operational requirements that may require extended hours.


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment)
- [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable)
- [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)
- [Fake or News - AI Toothbrushes, Carrier Pigeon Tech & Life on Mars - Krzysztof Cieślak](https://www.wearedevelopers.com/videos/2165-fake-or-news-ai-toothbrushes-carrier-pigeon-tech-life-on-mars-krzysztof-cieslak)

## Related Articles

- [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)
- [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)
- [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)
- [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)
- [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria)
- [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)