Help Desk Specialist

Interactive Process Technology LLC•Bath Township, OH

1d•Onsite

About The Position

IPT Associates is seeking a Help Desk Specialist to provide end-user support through a consolidated service desk using ITIL principles and best practices. The role supports users with hardware, software, account, connectivity, remote-access, and collaboration-technology issues; manages and tracks incidents and service requests; and helps meet service-level objectives. The position is contingent upon contract award, and the actual job description may vary based on contract requirements and organizational needs. The specialist will troubleshoot and resolve issues, administer user accounts and permissions, install and maintain approved equipment and software, and support secure access to organizational resources. The role also includes developing support documentation, guiding and training users, supporting conference-room audiovisual and video-conferencing equipment, and contributing to customer-experience and process-improvement efforts. The position requires availability during core hours of 9:00 a.m. to 3:00 p.m. Eastern Time, with occasional after-hours or on-call outage support and travel when required. Work may be at Wright-Patterson AFB or another approved location as assigned.

Requirements

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.
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 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.
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.
Current Security+ or equivalent and applicable operating-system certification are required when assigned duties constitute cybersecurity or privileged-user functions under DoDM 8140.03.

Nice To Haves

Bachelor's degree in information technology, computer science, cybersecurity, information systems, or a related field is preferred.
ServiceNow experience is preferred.

Responsibilities

Provide end-user support through a consolidated service desk using ITIL principles 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 and resolution records; and support service-level objectives.
Diagnose hardware, software, access, and connectivity issues, apply approved solutions, escalate unresolved issues to the appropriate technical team, and follow through to verified resolution.
Create and manage user accounts, roles, permissions, and password-related requests under 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 security, privacy, CUI, and records-management requirements.
Develop and maintain knowledge articles, FAQs, troubleshooting guides, user procedures, and other support documentation.
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 audiovisual 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.