Tier 1 Help Desk Technician

Tactical Engineering & Analysis•San Diego, CA

22h•Onsite

About The Position

The Tier 1 Help Desk Technician serves as the primary point of contact for users of the Joint Forces Network (JFN), providing first-line troubleshooting and resolution for hardware, software, and network issues to ensure uninterrupted mission-critical operations. This role involves logging and tracking support requests, performing basic configuration and account management, escalating complex problems, and contributing to knowledge base maintenance, all while adhering to DoD/IC security policies in a classified environment.

Requirements

Basic knowledge of managing Windows Server or Linux environments
Basic knowledge of system monitoring tools
Basic knowledge of cloud platforms and hybrid environments
IT support experience, with a strong focus on Linux/Windows OS management, network configuration, and troubleshooting.
Basic knowledge of simple scripts (Bash/PowerShell) and use Infrastructure as Code (IaC) tools (Terraform, Ansible, Puppet, Chef).
Familiarity with DNS, DHCP, LDAP, Kubernetes, Red Hat 7/8, Windows 10, ACAS, Rancher, Grafana, and Cloud Security Gateways.
Familiarity with DoD/IC networks, distributed authentication services, security practices, and specific environments (e.g., DREN, Joint IO Range).
Ability to maintain system documentation.
Ability to quickly learn new technologies.
Ability to work surge hours during major events.
U.S. Citizenship is Required
Active TS/SCI clearance and CI Polygraph within last 5yr, or ability to pass CI polygraph within 6mo of hire.
Additional eligibility requirements for access to various levels of classified information may also be required.

Nice To Haves

BS STEM Degree Preferred
CompTIA Security+ Preferred

Responsibilities

Provide assistance as a Server Administrator installing, configuring, and maintaining operating systems (Windows/Linux) and hardware such as servers, desktops, and storage devices.
Monitor system performance, troubleshoot issues, and implement solutions to ensure reliability and efficiency.
Manage user accounts, permissions, and access control using tools like Active Directory.
Implement security measures, apply patches, and ensure compliance with organizational policies and industry standards.
Write or modify scripts (e.g., PowerShell, Bash) to automate routine tasks and improve system administration processes.
Maintain detailed documentation of system configurations, procedures, and troubleshooting steps.
Manage backup solutions and disaster recovery plans to ensure business continuity.
Work closely with network engineers, developers, and other IT staff on system upgrades and integration projects.
Provide first-contact support and ticketing for user requests, escalating complex issues to Tier 2/3 as needed.
Support operating systems (Windows/Linux), networks, applications, and DoD/IC distributed authentication services.
Manage user account lifecycles and coordinate site/system outage notifications.
Review and update knowledge base articles and Standard Operating Procedures (SOPs) to ensure accuracy and policy compliance.