Service Desk Technician

Bridge Defense•Fort Huachuca, AZ

7d•Onsite

About The Position

Bridge Defense seeks highly qualified Service Desk Technicians to support the Army Enterprise Service Desk under an existing contract. This position serves as the initial point of contact for customers requiring technical support for hardware, software, systems, and applications in a fast-paced enterprise environment. Candidates must reside near Ft. Huachuca, Arizona, as this is a 100% onsite position. This is a pipeline opportunity supporting future staffing requirements.

Requirements

Must be a U.S. Citizen.
Must possess or have the ability to obtain a U.S. Government Secret security clearance prior to hire. Sponsorship is available for qualified candidates.
Must possess a current Level I AIT certification.
Strong knowledge of network troubleshooting, including connectivity issues, TCP/IP, VPN software, and remote user support.
Understanding of Active Directory administration, including password resets and account unlocks.
Proficient troubleshooting skills across Windows operating systems.
Ability to troubleshoot and resolve Microsoft Outlook and email-related issues.
Strong written and verbal communication skills.
Outstanding customer service and interpersonal skills.
Ability to successfully meet customer metric requirements in a high-volume support environment.
High School Diploma or equivalent required.

Nice To Haves

Previous technical support or help desk experience preferred.
MCP, Dell, or other industry-recognized technical certifications preferred.
Additional technical or IT-related training preferred.
Previous experience supporting enterprise-level service desk operations preferred.
Experience supporting DoD or government IT environments preferred.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent customer service and communication abilities.
Ability to prioritize competing requirements in a fast-paced environment.
Ability to communicate and interact effectively at all levels of staff and management.
Ability to exercise independent judgment and work collaboratively within a team environment.
Self-starter mentality with the ability to adapt to changing priorities and operational requirements.
Technically curious with a willingness to learn new tools, systems, and technologies.
Ability to develop peer networks and maintain technical awareness to support issue resolution.
Flexibility, professionalism, and a commitment to continuous improvement.

Responsibilities

Serve as the initial point of contact for customers via telephone, email, or live chat to provide technical support for hardware, systems, subsystems, and applications.
Assist customers with navigating application menus and remotely access customer systems when necessary.
Troubleshoot network connectivity issues, including VPN access and remote user support.
Support users with Active Directory account unlocks and password resets.
Troubleshoot and resolve issues related to Windows operating systems and Microsoft Outlook.
Develop and maintain productive customer relationships while delivering excellent customer service.
Provide alternative solutions where appropriate to support customer satisfaction and mission continuity.
Escalate complex technical issues to Remote Support Engineering staff or Field Engineering teams when required.
Document incidents, resolutions, and troubleshooting efforts in accordance with customer and contract requirements.
Successfully meet customer-driven performance metrics and service level expectations.