Lead Service Desk Technician, Joint Operations Center Watch

• Provide technical leadership and mentorship to junior IT staff and help desk technicians, establishing best practices for daily operations.
• Providing real-time Tier I/II IT service desk and desktop support to operational watchstanders and JOC personnel.
• Logging, tracking, prioritizing, and resolving technical service tickets, system outages, and hardware/software incidents.
• Installing, configuring, troubleshooting, and maintaining desktop hardware, peripherals, operating systems, and secure communications tools.
• Managing user accounts, password resets, active directory permissions, and system access requests across command networks.
• Collaborating with cross-functional technical teams, systems administrators, and watch officers to resolve escalated operational IT issues.
• Maintaining accurate IT asset inventories, service desk baselines, configuration management logs, and shift handoff documentation.
• Recommending and implementing continuous process improvements to enhance service desk efficiency and customer support workflows.

• High School Diploma or GED with 9+ years of progressively responsible experience in IT service desk or desktop support operations.
• OR an associate’s degree and 7+ or more years of relevant experience
• OR a bachelor’s degree in Computer Science, Information Technology, or a related field with 7+ years of relevant experience
• OR a master’s degree and 5+ or more years of relevant experience
• Proven experience providing technical desktop support, IT helpdesk troubleshooting, and hardware maintenance in an enterprise environment.
• Strong background in Active Directory administration, Windows operating systems, peripheral device configuration, and ticketing systems (e.g., ServiceNow, Remedy).
• IAT Level II Certification for example: CompTIA Security+ AZ-104 or MD-102 (obtained within 3 months of starting), * Prior experience supporting U.S. Military Command operations, Joint Operations Centers (JOC), or Combatant Command watch floor environments.
• Familiarity with C4I system workstations, DoD STIG baseline compliance, and secure VDI desktop environments.
• Demonstrated ability to collaborate effectively across multi-disciplinary teams in high-stress, fast-paced 24/7 operational settings.

Clearance Requirements:

• Must hold a current/active top secret security clearance.
• Must be eligible to obtain a TS/SCI clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.