Helpdesk Technician

ISPA Technology•Honolulu, HI

4d•Onsite

About The Position

We are seeking a Helpdesk Technician to provide Tier 1 and Tier 2 support for a DoD virtual desktop environment supporting approximately 275 users in the Honolulu, HI area. Reporting to the IT Site Lead, this role serves as the primary point of contact for user support, troubleshooting technical issues, managing service tickets, and escalating complex problems as needed. The ideal candidate is customer-focused, technically proficient, and experienced working in security-conscious environments.

Requirements

Associate’s degree in Information Technology, Computer Science, or related field. High School Diploma plus 3 additional years of relevant experience (5+ years total) and at least one technical certification may be substituted.
2+ years of IT helpdesk or technical support experience, preferably in a DoD or government environment.
Experience with IT ticketing systems (ServiceNow, Remedy, or similar).
Strong troubleshooting skills in Windows environments and desktop applications.
Familiarity with virtual desktop and thin-client technologies.
Excellent customer service and communication skills.
DoD 8570/8140 IAT Level I certification (CompTIA A+, Network+, or equivalent).

Nice To Haves

CompTIA Security+ CE.
Experience with VMware Horizon, Citrix, or similar VDI platforms.
ITIL Foundation certification.
Experience supporting SIPRNet/NIPRNet or classified environments.
HDI Support Center Analyst (HDI-SCA) certification.
Experience supporting military operations or exercises.

Responsibilities

Provide Tier 1 and Tier 2 technical support via phone, email, ticketing systems, and in-person requests.
Troubleshoot and resolve issues involving virtual desktops, user accounts, applications, peripherals, and connectivity.
Log, prioritize, track, and resolve incidents within established SLA requirements.
Escalate unresolved issues to senior technical staff when appropriate.
Communicate clearly with users and provide timely status updates.
Support VDI environments, including connectivity, performance, display, and application issues.
Configure and troubleshoot thin clients, endpoint devices, printers, and peripherals.
Assist with VDI client software installation and updates.
Process account creation, password resets, account unlocks, and access changes.
Follow DoD cybersecurity policies and report potential security incidents.
Maintain accurate documentation of all support activities.
Document troubleshooting steps and resolutions within the ticketing system.
Contribute to knowledge base articles and standard operating procedures.
Support exercises and operational requirements that may require extended hours.