Help Desk Representative

Second 61 • Doral, FL

1d • Remote

About The Position

Second-61: We are Vigilant Defenders. Our foundation is built upon patriotism, protecting what matters most. We honor each other, our community, our country, and our customers through exceptional services as their front-line defenders. Position Description: Help Desk Representative – Contingent Pipeline Opportunity – We’re building a talent pipeline for upcoming U.S. Government defense IT and analytics support roles. Opportunities are contingent upon task order awards and funding under existing contracts. Location: Remote

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field OR three years of equivalent experience in IT support
• Experience resolving Tier 1 and Tier 2 support tickets
• Experience using ticketing systems such as Jira or ServiceNow
• Experience with remote desktop support and troubleshooting tools
• Experience supporting Windows and macOS environments
• Familiarity with cloud-based IT support tools
• Strong customer service and communication skills
• Candidate must be a U.S. citizen with the ability to pass a standard background check and drug screening.

Nice To Haves

• Experience supporting enterprise environments
• Experience with IT asset tracking and device lifecycle management
• Experience providing end-user training or documentation
• Experience working in a remote support environment
• CompTIA A+
• ITIL Foundation Certification
• Microsoft Certified: Modern Desktop Administrator Associate

Responsibilities

• Provide Tier 1 and Tier 2 technical support for cloud-based and on-premises systems
• Troubleshoot hardware, software, and access issues for end users
• Respond to and resolve tickets using systems such as Jira or ServiceNow
• Support remote desktop troubleshooting and user assistance
• Assist with device provisioning, setup, and configuration
• Maintain accurate ticket documentation and resolution notes
• Track IT assets and support inventory management processes
• Escalate complex issues to higher level support teams as needed
• Deliver strong customer service and clear communication to users

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level