Help Desk Specialist

The Help Desk Specialist will provide Tier 1 and Tier 2 technical support for deployed communication systems, troubleshooting hardware, software, network, and application issues while helping maintain system availability and operational readiness. This position will directly support a national defense mission by providing real-time technical assistance and operational support across the NEXUS platform., Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment. Troubleshoot and resolve hardware, software, operating system, application, network, and connectivity issues. Monitor, prioritize, and respond to incidents and service requests through ticketing and monitoring systems. Troubleshoot communications and network issues involving Link 16, JREAP-C, SIPR connectivity, application deployments, and mission system performance. Support Systems Integration Laboratory (SIL) operations, including mission initialization activities and system readiness. Analyze recurring technical issues and identify potential trends, root causes, and opportunities to improve system reliability. Escalate complex issues to appropriate engineering teams or Subject Matter Experts while maintaining ownership of the issue through resolution. Document troubleshooting steps, resolutions, system issues, and support procedures to improve knowledge sharing and operational efficiency. Communicate technical information clearly to end users, engineers, and leadership while providing timely updates on incident status and resolution.

2-8 years of experience in help desk, technical support, NOC, systems administration, or a similar IT environment. Experience providing Tier 1 and/or Tier 2 support for Windows-based systems, applications, and network infrastructure. Strong troubleshooting and problem-solving skills across hardware, software, operating systems, applications, and connectivity. Experience using ticketing systems and incident management processes in an operational support environment. Working knowledge of TCP/IP, DNS, VPNs, routing, switching, and secure communications. Ability to diagnose issues, identify root causes, and determine when escalation is required. Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical users. Experience supporting government, defense, secure, or other mission-critical environments is preferred. Strong attention to detail with the ability to accurately document technical issues and resolutions. Education: Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Engineering, or a related field preferred. Clearance: Active Secret Clearance or the ability to obtain and maintain a Secret Clearance. Credential: Ability to obtain and maintain a Common Access Card (CAC). Preferred Certifications: Security+, Network+, A+, or another DoD 8570-compliant certification. Compensation & Benefits

Compensation: $30.00-$40.00/hour, depending on experience and shift. Comprehensive benefits package including PTO, paid holidays, medical, dental, vision, 401(k), tuition assistance, and additional employee benefits. Opportunity to support a high-visibility national defense communications program. Long-term opportunity within a 24/7 mission-critical operational environment.