Help Desk Technician
About The Position
The Help Desk Technician operates a consolidated Tier 2 service desk supporting more than 2,000 end users. The role handles IT/IM service calls using Microsoft Office, Microsoft 365, OneDrive, ServiceNow, and an Enterprise Service Management Platform. It diagnoses and resolves common user issues, screens incidents and requests, and escalates unresolved matters to the appropriate section, team, or contractor. The technician installs, troubleshoots, and repairs end-user devices, including computers, laptops, printers, and scanners, and provides configuration support for network printers. The role maintains standard office automation desktop software in accordance with current Army standards, including software installation, releases and updates, and license accountability. It also deploys software and security updates, vendor patches, and IAVAs; documents fixes in the knowledge base; maintains asset and inventory records; and follows Army cybersecurity and change-management procedures.
Requirements
- U.S. citizenship and an active Secret clearance.
- DoD 8140/8570 IAT Level II certification, such as CompTIA Security+ CE.
- At least 2 years supporting Tier 2 escalations in an enterprise Windows/Active Directory environment.
- Hands-on experience with ITSM ticketing; ServiceNow is preferred.
- Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive), Windows 10/11, and hardware troubleshooting.
- Experience installing and configuring desktops, laptops, printers (including network printers), and scanners.
- Experience deploying software and patches using enterprise tools such as Microsoft SCCM/MECM or Intune.
- Clear verbal and written communication with non-technical customers.
Responsibilities
- Operate a consolidated Tier 2 service desk and answer IT/IM service calls for more than 2,000 end users.
- Diagnose and resolve common customer problems; screen incidents and requests and escalate unresolved issues to the appropriate section, team, or contractor.
- Install, troubleshoot, and repair end-user computers, laptops, printers, scanners, and other hardware.
- Provide configuration support and touch labor for network printers.
- Maintain standard office automation desktop software in accordance with current Army standards, ensuring operability and installing centrally funded software.
- Manage software releases, updates, and license accountability for commercial, standard, and beta software, including site licenses and new system releases.
- Deploy software updates, security updates, vendor patches, and IAVAs to end-user devices electronically or coordinate manual installations with customers.
- Document fixes in the knowledge base and maintain asset and inventory records.
- Follow Army cybersecurity and change-management procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
