Help Desk Specialist

Interactive Process Technology•Wright-Patterson AFB, OH

7d•Onsite

About The Position

IPT Associates is seeking a Help Desk Specialist to provide end-user support through a consolidated service desk at Wright-Patterson AFB or another approved location as assigned. The role uses ITIL principles and best practices to manage incidents, problems, changes, and service requests, and supports users with hardware, software, accounts, connectivity, remote access, and collaboration technologies. This position is contingent upon contract award, and the actual job description may vary based on contract requirements and organizational needs. The specialist will monitor and maintain service-desk tickets and performance information, troubleshoot and resolve issues or escalate them to the appropriate technical teams, administer user accounts and access, and support approved equipment and software. The role also includes security-conscious support, documentation and knowledge management, user guidance, conference-room technology support, and occasional after-hours or on-call outage support when assigned. Core availability is 9:00 a.m. to 3:00 p.m. Eastern Time.

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; ability to maintain the 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 assigned.

Nice To Haves

Bachelor's degree in information technology, computer science, cybersecurity, information systems, or a related field is preferred.
ServiceNow experience is preferred.
Current Security+ or equivalent and applicable operating-system certification when assigned duties constitute cybersecurity or privileged-user functions under DoDM 8140.03.

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 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 status and resolution records; and support service-level objectives.
Diagnose hardware, software, access, and connectivity issues; apply approved solutions; escalate unresolved or higher-tier issues; and follow through to verified resolution.
Create and manage user accounts, roles, permissions, and password-related requests according to 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 applicable 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 feedback and contribute to customer-experience, workflow-automation, and process-improvement initiatives.
Support conference-room audio-visual 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 acknowledgment, status updates, and coordination through resolution.