Help Desk Agent (Public Trust/ Eligible - On-Site)

Aet Federal • Tysons, VA

10d • $55,000 - $65,000 • Onsite

About The Position

AET Federal is seeking experienced Help Desk Agents to join our team supporting a federal program in Tysons, VA . This is a full-time, on-site position requiring a candidate who either holds an active Public Trust clearance or is clearable . The ideal candidate will bring 3–5 years of Tier I/II support experience in a fast-paced IT service desk environment, with a strong commitment to customer service and technical problem resolution.

Requirements

• Must have Public Trust clearance or be eligible to obtain one
• 3–5 years of IT help desk or technical support experience
• Able to commute to Tysons, VA and work flexible hours (some weekends)
• Strong knowledge of Microsoft 365, Active Directory, VPN, and remote support tools
• Familiarity with ticketing systems such as ServiceNow, Remedy, or Jira
• Excellent written and verbal communication skills
• Ability to work independently and in a collaborative team environment

Responsibilities

• Provide first-level contact and problem resolution for users with hardware, software, and application issues
• Support Windows OS, Microsoft Office Suite, VPN, and various agency-specific systems
• Document all interactions using a ticketing system and ensure timely issue resolution
• Escalate complex or unresolved issues to Tier III support when necessary
• Follow standard help desk procedures and contribute to knowledge base documentation
• Maintain confidentiality and security protocols related to federal systems and data

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed