End User Device (EUD) Technician/ Help Desk Specialist
About The Position
This is an entry level position. EVS is seeking a Dedicated End User Technician for work in Colorado Springs, CO. The Dedicated End User Device (EUD) Technician / Client Service Technician (CST) – Field Technician II (Help Desk Specialist) provides frontline technical support services for NIPR and SIPR end-user systems supporting the United States Air Force Academy (USAFA). This position supports Help Desk operations, desktop support, printer support, workstation imaging, account assistance, and customer service functions in a mission-essential environment. The Help Desk Specialist is responsible for troubleshooting hardware and software issues, responding to service requests, documenting work orders, and ensuring timely restoration of end-user services in accordance with Performance Work Statement (PWS) requirements. Provide Tier I and Tier II technical support for NIPR/SIPR desktop systems, laptops, printers, peripherals, and end-user devices. Respond to customer requests received through walk-in Help Desk support, telephone support, remote support, and ServiceNow/CIPS ticketing systems. Troubleshoot hardware, software, account access, printer connectivity, CAC reader, and peripheral device issues. Install, configure, and support desktop computers, laptops, printers, and other end-user equipment. Assist users with Microsoft O365 applications and enterprise software troubleshooting. Perform basic account support and password assistance for NIPR/SIPR users. Support workstation imaging and lifecycle replacement activities for Government systems. Document all troubleshooting actions, service requests, and ticket updates within Government Automated Information Systems (AIS). Provide desk-side support when issues cannot be resolved remotely. Support VIP customers and mission-critical personnel as directed by management. Assist with printer troubleshooting, printer mapping, and CAC-enabled printer support. Support vulnerability remediation efforts and required software/security updates. Ensure compliance with response and restoration timelines for Priority 1, 2, and 3 outages. Participate in after-hours support and on-call rotations when required. Support operational standby requirements, special events, graduation activities, and mission-critical operations. Maintain professional customer service standards and ensure timely communication with customers regarding service status. Follow Government security procedures and safeguard sensitive information and systems.
Requirements
- Active Secret Security Clearance required.
- Minimum of 1–3 years of experience in Help Desk support, desktop support, or enterprise IT customer service environments.
- Experience supporting Windows desktop operating systems and Microsoft Office/O365 applications.
- Basic knowledge of desktop hardware, printers, peripherals, and troubleshooting methodologies.
- Familiarity with ticket management systems such as ServiceNow or similar platforms.
- Strong customer service, communication, and problem-solving skills.
- Ability to work in a fast-paced operational environment.
- Ability to work independently and as part of a team.
- CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.
Nice To Haves
- Experience supporting DoD or Government IT environments preferred.
Responsibilities
- Provide Tier I and Tier II technical support for NIPR/SIPR desktop systems, laptops, printers, peripherals, and end-user devices.
- Respond to customer requests received through walk-in Help Desk support, telephone support, remote support, and ServiceNow/CIPS ticketing systems.
- Troubleshoot hardware, software, account access, printer connectivity, CAC reader, and peripheral device issues.
- Install, configure, and support desktop computers, laptops, printers, and other end-user equipment.
- Assist users with Microsoft O365 applications and enterprise software troubleshooting.
- Perform basic account support and password assistance for NIPR/SIPR users.
- Support workstation imaging and lifecycle replacement activities for Government systems.
- Document all troubleshooting actions, service requests, and ticket updates within Government Automated Information Systems (AIS).
- Provide desk-side support when issues cannot be resolved remotely.
- Support VIP customers and mission-critical personnel as directed by management.
- Assist with printer troubleshooting, printer mapping, and CAC-enabled printer support.
- Support vulnerability remediation efforts and required software/security updates.
- Ensure compliance with response and restoration timelines for Priority 1, 2, and 3 outages.
- Participate in after-hours support and on-call rotations when required.
- Support operational standby requirements, special events, graduation activities, and mission-critical operations.
- Maintain professional customer service standards and ensure timely communication with customers regarding service status.
- Follow Government security procedures and safeguard sensitive information and systems.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
