Help Desk Support Service Specialist - Intermediate

The Intermediate Help Desk Support Service Specialist will:

• Provide onsite customer support for SDDC local and remote users.

• Troubleshoot, diagnose, and resolve workstation, laptop, peripheral, software, printer, MFP, multimedia, email, voice/data, and connectivity issues.

• Create, track, monitor, route, and close incidents and service requests in the Government-provided ticketing system.

• Support Government-owned PCs, laptops, hardware, software, and peripheral devices.

• Support WAN connectivity, internet connectivity, email, voice/data communications, cabling, and multimedia requirements.

• Provide workstation upgrades, new workstation setup, installations, replacements, and loaner laptop program support.

• Conduct or support STIG activities for new equipment prior to network connection.

• Support hardware/software inventory, Tenant Inclusion Plan updates, and property accountability activities.

• Provide after-hours on-call support for mission-critical incidents and outages when required.

• Coordinate with systems administrators, network administrators, cybersecurity personnel, Government leads, and remote support teams.

• Maintain knowledge base entries, SOPs, and issue-resolution documentation.

The role requires customer-facing IT support experience, strong troubleshooting skills, and the ability to support distributed SDDC users in CONUS or OCONUS environments., Clearance Requirement:

• Must hold an active Secret clearance.

• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access.

Education:

• Associate degree in Information Technology, Computer Science, Cybersecurity, or related discipline preferred.

Experience:

• Minimum 5 years of help desk, customer support, desktop support, or field IT support experience.

• Experience supporting distributed DoD or federal users preferred.

• Experience with AESD, Remedy, ServiceNow, or equivalent ticketing systems.

• Experience supporting Microsoft Windows, Microsoft 365, printers/MFPs, peripherals, cabling, basic network connectivity, and user support.

Technical Knowledge:

• Knowledge of Tier I/Tier II support, incident routing, endpoint support, hardware/software troubleshooting, and customer service operations.

• Familiarity with DoD secure environments, CAC-enabled systems, NIPR/SIPR support, and STIG-related endpoint requirements preferred.

• Ability to support remote users and coordinate with centralized technical teams.

Certifications (Preferred):

• DoD 8140 / 8570 certification.

• CompTIA Security+, A+, Network+, ITIL Foundation, HDI, or equivalent certification preferred.

Skills:

• Strong customer service and communication skills.

• Ability to work independently at field locations.

• Strong troubleshooting and ticket documentation skills.

• Ability to support mission-critical outages and after-hours requirements when needed.