IT Helpdesk Support Technician

Torch Technologies, Inc.•Eglin Village, FL

2d•Onsite

About The Position

Torch Technologies is seeking a IT Helpdesk Support Technician to join a team of IT Professionals whose work encompasses the activities associated with information management, Information Technology (IT), automation support, system administration, computer programming, configuration management, imaging, training, telecommunications, help desk, operations, customer support, administrative support, technical engineering, and other specialized networking and data communications services. This position supports the Air Force Research Laboratory Munitions Directorate (AFRL/RW) Research and Development (R&D) mission. As an IT Helpdesk Support Technician your duties will include the following, but are not limited to: 1. Frontline Customer and Technical Support Serve as the primary point of contact for all customer walk-ins, phone calls, and email support requests, ensuring a high level of customer service. Perform initial triage and basic troubleshooting for hardware, software, and network issues. Handle straightforward IT tasks, including password resets and user account management in systems like Active Directory. Manage the check-in and check-out process for IT equipment, ensuring all assets are properly tracked. 2. Incident and Service Request Management Log all user requests and incidents accurately in the IT ticketing system. Route and escalate support tickets to the appropriate senior technicians or specialized teams as needed. Conduct timely follow-up on open tickets to ensure resolution and customer satisfaction. 3. Documentation and Process Improvement Maintain a comprehensive log of all service activities to create a historical record of the work we do that can be used for problem and incident management process improvement efforts in the future. Contribute to the creation and maintenance of a shared knowledge base by documenting common issues and resolutions. Assist in developing user guides and internal process documentation to streamline operations.

Requirements

US Citizen
1–3 years of relevant experience, an AS Degree OR equivalent college or military experience.
A strong foundational knowledge of IT principles, networking concepts, and common hardware/software. (Recent graduates of a relevant technical program and/or military veterans are encouraged to apply).
Goal-oriented with excellent interpersonal skills, capable of exercising tact and diplomacy, have the ability to work in a dynamic team environment, possess a strong work ethic, and be customer-focused.
Able to mentor team members and eagerly assist in solving complex technical problems.
Must be able to communicate effectively, both verbally and in writing
Ability to obtain and maintain a Secret Security Clearance

Nice To Haves

CompTIA A+, Network+, or similar entry-level IT certification.
Prior experience with an IT ticketing system (e.g., ServiceNow, Jira Service Management).
Basic familiarity with Active Directory and user account administration.
Experience in a customer-facing support role
Active Secret Clearance

Responsibilities

Frontline Customer and Technical Support Serve as the primary point of contact for all customer walk-ins, phone calls, and email support requests, ensuring a high level of customer service.
Perform initial triage and basic troubleshooting for hardware, software, and network issues.
Handle straightforward IT tasks, including password resets and user account management in systems like Active Directory.
Manage the check-in and check-out process for IT equipment, ensuring all assets are properly tracked.
Log all user requests and incidents accurately in the IT ticketing system.
Route and escalate support tickets to the appropriate senior technicians or specialized teams as needed.
Conduct timely follow-up on open tickets to ensure resolution and customer satisfaction.
Maintain a comprehensive log of all service activities to create a historical record of the work we do that can be used for problem and incident management process improvement efforts in the future.
Contribute to the creation and maintenance of a shared knowledge base by documenting common issues and resolutions.
Assist in developing user guides and internal process documentation to streamline operations.