Help Desk Support Specialist

LaunchTech • Huntsville, AL

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About The Position

LaunchTech is seeking a Help Desk Support Specialist to support the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract. This role provides frontline service desk support in a mission-critical DoD environment, ensuring timely issue resolution, accurate tracking, and effective customer communication.

Requirements

• Must have 6 months of directly related experience
• Must have experience working in a customer-facing role
• Must have experience with Microsoft Office and Access databases
• Must have experience working independently and in a team-oriented, collaborative environment
• Must have experience working with geographically dispersed teams
• Must have a DoD 8570 IAT Level II certification or higher by employment start date (e.g., CompTIA Security+ CE)
• Must have an active DoD Secret Security Clearance

Nice To Haves

• ITIL v3 Foundations certification
• Remedy ticketing system experience
• Desktop support, service desk/help desk, or call center experience

Responsibilities

• Collect and analyze data to provide technical resolutions
• Provide remote troubleshooting support for break/fix issues
• Provide escalation and status updates to MDA customers
• Provide technical support for enterprise projects that impact Service Desk workflows
• Resolve daily battle rhythm tasks
• Track all work using the Remedy ticketing system
• Utilize the established knowledge database to assist customers

Benefits

• Medical, Dental, and Vision coverage
• 401(k) with company match
• Paid Time Off (PTO)
• Mission-driven work with growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees