Help Desk Specialist
About The Position
The Help Desk Specialist provides first-line technical support for the Command and Control Mission Systems (C2MS) enterprise, supporting Air Force Special Operations Command (AFSOC) personnel worldwide. The role is the primary point of contact for users experiencing hardware, software, account access, network, and mission application issues, and helps ensure timely resolution and continuity of mission operations. The position delivers customer-focused support, incident management, account administration, and troubleshooting for operational and administrative systems while maintaining compliance with DoD cybersecurity and configuration management requirements. The work supports the C2MS contract and the organization’s mission to deliver technological services in support of national security.
Requirements
- High school diploma or equivalent.
- At least 2 years of experience providing IT help desk or desktop support services, or equivalent training or education.
- CompTIA Security+ CE certification.
- Secret clearance and ability to maintain a DoD Secret security clearance.
- Basic understanding of networking concepts, Active Directory, and user account administration.
- Strong customer service, communication, problem-solving, troubleshooting, and analytical skills.
- Ability to prioritize multiple service requests in a fast-paced operational environment.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively with technical teams.
- Commitment to customer service and mission success.
- Ability to document technical procedures and maintain accurate records.
Nice To Haves
- Experience supporting Microsoft Windows environments.
- Familiarity with ticket management systems such as ServiceNow or equivalent.
- Experience supporting DoD or Air Force information systems.
- Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM), Intune, or enterprise endpoint management tools.
- Familiarity with RMF, STIGs, and DoD cybersecurity requirements.
- Experience supporting geographically dispersed users and operational mission systems.
Responsibilities
- Provide Tier I and Tier II technical support to C2MS users by phone, email, ticketing system, and in person.
- Receive, document, track, and resolve service requests and incident tickets within established service level objectives.
- Troubleshoot workstation, laptop, peripheral, operating system, and application issues.
- Support Microsoft Windows operating systems, Microsoft 365 applications, and approved enterprise software.
- Assist with account management activities, including password resets, account unlocks, and access requests.
- Escalate complex technical issues to system administrators, cybersecurity personnel, software developers, or engineering teams as required.
- Maintain accurate ticket documentation, troubleshooting notes, and resolution records.
- Monitor help desk queues and ensure timely follow-up with customers.
- Assist with software deployments, workstation imaging, and system updates.
- Support inventory management, hardware accountability, and asset tracking activities.
- Develop and maintain user guides, knowledge base articles, and standard operating procedures.
- Participate in after-hours, on-call, or surge support activities when required.
- Ensure compliance with DoD, Air Force, AFSOC, and program-specific cybersecurity policies and procedures.
- Perform other duties as assigned.
Benefits
- Broad range of benefits.
- Well-being programs.
- Professional development opportunities, including on-the-job learning and formal development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
