Service Desk Field Technician

E&M Technologies, Inc.•Colorado Springs, CO

1d•Onsite

About The Position

E&M Technologies, Inc. is currently seeking a Service Desk Field Technician to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other commands.

Requirements

Bachelor's degree in IT with 4 years experience or HS and 8-10 years of experience.
Minimum 6 years of experience in an IT helpdesk, service desk, or field support role.
Demonstrated hands-on experience troubleshooting Windows 10/11 operating systems, Microsoft Office 365, and standard enterprise applications.
Understanding of basic networking concepts (IP addressing, DNS, DHCP) and Active Directory user management.
Strong customer service and communication skills, with the ability to explain technical concepts to non-technical staff.
DoD 8570/8140 certification at [IAT Level I or II] (e.g., A+ CE, Security+ CE).
Must be a U.S. Citizen
Must have and be capable of maintaining a U.S. Department of Defense (DoD) Clearance at the appropriate level

Nice To Haves

ITIL v3/v4 Foundation certification.
Experience deploying and managing endpoints in a virtualized desktop (VDI) environment.
Familiarity with endpoint management tools (e.g., SCCM, MECM).

Responsibilities

Provides rapid, professional technical support for desktops, laptops, mobile devices, and peripherals; uses the enterprise ticketing system (e.g., ServiceNow) to track, escalate, and resolve user issues.
Images, deploys, and recovers IT hardware; ensures that gold images and software deployments adhere to baseline security standards prior to deployment.
Assists in verifying that all endpoints receive necessary patches and antivirus updates; remediates non-compliant workstations identified by vulnerability scans.
Assists network and systems teams with physical racking, cabling, and basic hardware troubleshooting in server rooms or telecommunications closets as directed.
Educates users on basic IT security practices, safe handling of classified materials on digital systems, and usage of enterprise software tools.
Updates asset inventory databases, contributes to the Service Desk knowledge base, and documents workaround solutions for recurring technical issues.