IT Help Desk Specialist
About The Position
Defcon AI is seeking an IT Help Desk Specialist to own day-to-day end user support for a fast-growing, defense-focused organization of more than 70 employees. The specialist is the first point of contact for IT requests, manages the user account lifecycle, and develops the self-service Knowledge Base. The role works in a Microsoft 365 environment with a strong emphasis on security and compliance. This role is suited to someone who enjoys being a go-to problem solver, takes pride in delivering excellent employee support, and wants exposure to a security-conscious defense technology environment. The position is fully remote.
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 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 other 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 help desk ticket queue in Zendesk 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.
- 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 in support activities 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 or management approval.
- Flexible work environment where employees manage their work day.
- 14 weeks of fully paid parental leave at normal pay.
- Career track opportunity with potential for rapid advancement based on strong performance as the firm grows.
- Opportunities for professional development and continued learning.
- Optional 401(k), FSA, and equity incentives.
- Mental health benefits through Tara Mind.
- Cost-effective GLP-1 solutions through Crux.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
