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# Help Desk Specialist

- **Company:** IPT Associates
- **Location:** Wright-Patterson Air Force Base, OH, United States
- **Contract:** Permanent contract
- **Skills:** BASIC (Programming Language), Cyber Security, Information Systems, Multi-Factor Authentication, Inventory Management Software, Virtual Private Networks (VPN), Knowledge Management, Remote Access Technology, Peripherals, Information Technology, Servicenow, User Accounts
- **Published:** October 27, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9274849/help-desk-specialist

## About the Role

* Are curious and excited about technology

 * Like solving problems and figuring things out

 * Can take initiative but also enjoy working with a team

 * Want to keep learning, growing, and challenging themselves

If you're someone who's eager to jump in, learn something new, and make an impact-you'll fit right in here., * Bachelor's degree in information technology, computer science, cybersecurity, information systems, or a related field is preferred.

 * Demonstrated experience providing end-user or service-desk support for hardware, software, operating systems, accounts, peripherals, and network or remote-access issues.
 * Working knowledge of ITIL-aligned incident, problem, change, and request-fulfillment processes and experience using an IT service management or ticketing platform; ServiceNow experience is preferred.
 * Ability to troubleshoot systematically, document work accurately, communicate clearly with users and technical teams, manage competing priorities, and meet response and resolution service levels.
 * Experience supporting user-account administration, access permissions, multifactor authentication, knowledge management, and basic asset or inventory tracking.
 * Ability to protect Government information and equipment and comply with applicable cybersecurity, privacy, CUI, records-management, OPSEC, and acceptable-use requirements.
 * Active Secret security clearance required; must maintain the appropriate clearance and access eligibility for assigned duties. Some program tasks may require a higher clearance.
 * Ability to obtain and maintain a Common Access Card and satisfy required background-screening, installation-access, and in-processing requirements.
 * Current Security+ or equivalent and applicable operating-system certification are required when assigned duties constitute cybersecurity or privileged-user functions under DoDM 8140.03.
 * Ability to work at Wright-Patterson AFB or another approved location as assigned, remain available during core hours of 9:00 a.m. to 3:00 p.m. Eastern Time, and provide occasional after-hours support or travel when required.

## Description

* Provide end-user support through a consolidated service desk using ITIL principles and best practices for incident management, problem management, change management, and request fulfillment.
 * Receive, document, prioritize, troubleshoot, resolve, and track user incidents and service requests involving workstations, operating systems, applications, printers, peripherals, mobile devices, remote access, VPN connectivity, accounts, and collaboration technologies.
 * Monitor ticket queues, reports, triggers, dashboards, and data feeds; maintain accurate ticket status and resolution records; and support service-level performance objectives for response time, first-touch resolution, resolution within SLA, open-ticket volume, and ticket-reopen rate.
 * Diagnose hardware, software, access, and connectivity issues; apply approved solutions; escalate unresolved or higher-tier issues to the appropriate technical team; and follow through to verified resolution.
 * Create and manage user accounts, roles, permissions, and password-related requests in accordance with approved access-control and identity-management procedures.
 * Install, configure, maintain, and troubleshoot approved operating systems, software, drivers, workstations, printers, and peripheral equipment; support equipment lifecycle, inventory, and accountability activities.
 * Support multifactor authentication enrollment and use, secure remote access, and user access to organizational resources while following applicable security, privacy, CUI, and records-management requirements.
 * Develop and maintain knowledge articles, FAQs, troubleshooting guides, user procedures, and other support documentation to improve continuity and knowledge transfer.
 * Provide user guidance and training for supported systems and applications; collect user feedback and contribute to customer-experience, workflow-automation, and process-improvement initiatives.
 * Support conference-room audio-visual and video-conferencing equipment and related user connectivity issues.
 * Remain available during established core hours and provide occasional after-hours or on-call outage support when assigned, including timely acknowledgment, status updates, and coordination through resolution.