Tier 1 Help Desk Technician
About The Position
The Tier 1 Help Desk Technician serves as the primary point of contact for users of the Joint Forces Network (JFN). This role involves delivering prompt, first-line troubleshooting and resolution of hardware, software, and network issues to ensure mission-critical operations continue without interruption. The technician will log and track all support requests, perform basic configuration and account management, and escalate more complex problems to Tier 2 or higher levels. Additionally, the role contributes to maintaining up-to-date knowledge-base articles and standard operating procedures, all while adhering to DoD/IC security policies and operating 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.
- Experience with 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.
- BS STEM Degree Preferred
- OS Certification Required
- CompTIA Security+ Preferred
- DoD 8140 Compliance Required
- U.S. Citizenship is Required
- Candidates must have an 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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
