Tier 1 Helpdesk Specialist (Active Secret Clearance)

Akima, LLC•New Orleans, LA

4d•Hybrid

About The Position

AMO, an Akima company, is looking for IT Support Specialist with an Active Secret clearance in New Orleans, LA. This full-time position will support the Naval Information Warfare Center (NIWC) Atlantic Research, Development, Test & Evaluation (RDT&E) network as an IT Specialist providing first and second-line technical support for network-connected and standalone laboratory environments. This role serves as the initial point of contact for technical assistance requests and is responsible for troubleshooting, ticket documentation, issue escalation, and maintaining operational continuity within secure DoD IT environments. This Hybrid position requires that you live within commuting distance from New Orleans, LA.

Requirements

Active Secret clearance.
Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience per contract guidelines) AND 2–3 years of IT support experience.
High School or Associates AND 4 yeas of IT support experience.
Experience using ticketing systems (ServiceNow preferred).
Strong troubleshooting and customer service skills.
Ability to communicate clearly with technical and non-technical users.
Ability to work in a structured, compliance-driven environment.

Nice To Haves

Experience supporting Linux and Mac operating systems is desired.
CompTIA Security+ ce.
Windows 11 (Udemy or equivalent training).
Exposure to Linux and macOS environments.
Knowledge of LDAP preferred.

Responsibilities

Respond to telephone calls, email, and in-person requests for technical support.
Log all customer interactions in the ServiceNow ticketing system.
Promptly categorize, generate, route, and escalate customer requests requiring support beyond Tier 1 scope.
Track technical issues and maintain detailed history records to ensure timely resolution.
Coordinate cross-tier integration to ensure consistent and repeatable support processes.
Identify, research, and resolve technical problems at the Tier 1 to Tier 2 levels of responsibility.
Diagnose hardware, software, and basic network/data communication issues using specialized tools and software utilities.
Support workstation configuration and basic account administration.
Assist users with commonly used IT applications and systems.
Maintain compliance with established IT policies, procedures, and security guidelines.
Operate effectively in a fast-paced and diverse RDT&E environment.
Maintain working knowledge of commonly used IT concepts, practices, and procedures.
Support escalation workflows and collaborate with Tier 2 and Tier 3 teams.
Update and maintain systems Configuration Management tools
Provide basic support for Windows workstations.