IT Help Desk Technician (Clearance Required)
About The Position
Connsci is seeking an IT Help Desk Technician to provide Tier I and Tier II end-user support for a federal agency. This role supports daily IT operations by resolving incidents, managing service requests, and assisting users with enterprise systems, applications, and devices across the environment. In this role you can expect to: Serve as the initial point of contact for IT incidents and service requests through the enterprise IT Service Management (ITSM) platform, telephone, email, or in-person support. Monitor and resolve Tier I and Tier II service desk tickets using ServiceNow or a similar ITSM platform. Troubleshoot hardware, software, operating system, and peripheral issues affecting desktops, laptops, mobile devices, and printers. Provide support for enterprise applications including Microsoft 365, Windows operating systems, web browsers, and collaboration tools. Assist with identity and access issues including password resets, account unlocks, MFA troubleshooting, and Active Directory / Entra ID account administration. Support wired, wireless, VPN, and remote connectivity issues. Provide basic support for conference room technology and Video Teleconferencing (VTC) systems. Install and configure workstation hardware, operating systems, and approved software. Document incidents, troubleshooting steps, and resolutions within the ITSM platform. Escalate complex technical issues to Tier III engineering or infrastructure teams when required. Assist with user onboarding/offboarding, workstation deployments, and IT asset tracking.
Requirements
- High school diploma or equivalent required
- Minimum of 2 years of experience supporting IT Service Desk or Help Desk operations.
- CompTIA Security+, CompTIA A+, or equivalent certification.
- At least 1 year of experience with an IT Service Management/ticketing system such as ServiceNow.
- Knowledge of Microsoft 365, Windows OS, and Active Directory / Entra ID user administration.
Nice To Haves
- Bachelor's degree
- Familiarity with VPN, remote access technologies, and mobile device management platforms.
- Experience supporting conference room technology or VTC systems.
- Knowledge of IT asset management and device lifecycle processes.
Responsibilities
- Serve as the initial point of contact for IT incidents and service requests through the enterprise IT Service Management (ITSM) platform, telephone, email, or in-person support.
- Monitor and resolve Tier I and Tier II service desk tickets using ServiceNow or a similar ITSM platform.
- Troubleshoot hardware, software, operating system, and peripheral issues affecting desktops, laptops, mobile devices, and printers.
- Provide support for enterprise applications including Microsoft 365, Windows operating systems, web browsers, and collaboration tools.
- Assist with identity and access issues including password resets, account unlocks, MFA troubleshooting, and Active Directory / Entra ID account administration.
- Support wired, wireless, VPN, and remote connectivity issues.
- Provide basic support for conference room technology and Video Teleconferencing (VTC) systems.
- Install and configure workstation hardware, operating systems, and approved software.
- Document incidents, troubleshooting steps, and resolutions within the ITSM platform.
- Escalate complex technical issues to Tier III engineering or infrastructure teams when required.
- Assist with user onboarding/offboarding, workstation deployments, and IT asset tracking.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
