IT Help Desk Specialist

Defcon Ai • Mclean, VA

9d

About The Position

DEFCON AI is an insights company that uses artificial intelligence, mathematical optimization, data analytics, and software engineering to help complex systems remain resilient to disruption. The IT Help Desk Specialist owns day-to-day end-user support for a defense-focused organization of more than 70 employees. This role is the first point of contact for IT requests, manages the user account lifecycle, and develops the IT self-service Knowledge Base in a Microsoft 365 environment with a strong emphasis on security and compliance. The position is suited to someone who enjoys solving problems, providing excellent employee support, and working in a security-conscious defense-tech environment.

The role provides Tier 1 and Tier 2 support across Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment. It also supports user onboarding and offboarding, account and device administration, executive support, documentation, and compliance procedures.

Requirements

• At least 2 years of help desk or desktop support experience.
• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
• Working knowledge of Windows and macOS troubleshooting.
• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management.
• Strong written communication skills and the ability to write clear end-user documentation.
• Customer-focused approach and ability to manage multiple requests at once.
• U.S. citizenship is required.

Nice To Haves

• Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne.
• Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks.
• Experience supporting a defense contractor or another regulated environment.
• CompTIA A+, Security+, or Microsoft 365 certifications, such as MD-102 or MS-900.
• Ability to obtain and maintain a U.S. security clearance.

Responsibilities

• Manage the Zendesk help desk ticket queue by triaging, resolving, and escalating requests within defined service levels.
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment.
• Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support.
• Create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications.
• Execute new-hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal.
• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides.
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform.
• Reset passwords and support MFA enrollment and sign-in issues.
• Maintain accurate asset and license records.
• Follow security and compliance procedures and promptly report suspected security incidents.
• Identify recurring issues and recommend process or tooling improvements.

Benefits

• Competitive salary, bonus, and equity package.
• 100% employer-paid comprehensive health insurance, including medical, dental, and vision coverage for the employee and family.
• Unlimited PTO, with manager approval.
• Flexible work environment where employees manage their workday.
• 14 weeks of fully paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed