Help Desk Support Jobs

About The Position

Requirements

• Active Secret Security Clearance required.
• Minimum of 4–6 years of experience supporting account provisioning, identity management, Help Desk operations, or enterprise IT support environments.
• Experience supporting NIPR/SIPR account management and DoD access control procedures preferred.
• Knowledge of Microsoft Active Directory, Microsoft O365, and enterprise identity management processes.
• Experience troubleshooting authentication, account access, and password management issues.
• Familiarity with ServiceNow, CIPS, or similar enterprise ticket management systems.
• Strong attention to detail and ability to manage sensitive information securely.
• Excellent customer service, communication, and organizational skills.
• Ability to work independently and manage multiple priorities in a fast-paced operational environment.
• CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.
• Microsoft 365 or Microsoft Identity and Access Administrator certification required.

Nice To Haves

• HDI or related Help Desk certification preferred.

Responsibilities

• Provision, manage, modify, disable, and maintain NIPR and SIPR user accounts in accordance with Government policies and procedures.
• Create, issue, manage, track, and maintain SIPR tokens and associated account documentation.
• Electronically maintain provisioning and account management documentation in Government-accessible repositories.
• Verify user authorization, account access eligibility, and required documentation prior to account provisioning actions.
• Support account lifecycle management activities including onboarding, transfers, role changes, and account deactivation.
• Troubleshoot account access issues, authentication problems, password resets, and user profile issues.
• Support Microsoft O365 account administration and enterprise application access support.
• Coordinate with cybersecurity personnel and Government stakeholders to ensure compliance with account security requirements.
• Maintain accurate records of account provisioning actions, SIPR token issuance, and privileged access management activities.
• Utilize ServiceNow, CIPS, and other Government Automated Information Systems (AIS) to document service requests and support actions.
• Support vulnerability remediation and cybersecurity compliance efforts as directed.
• Provide customer service and technical assistance to USAFA personnel regarding account access and authentication issues.
• Support VIP account provisioning and priority support activities when required.
• Ensure compliance with all DoD security policies, identity management procedures, and access control standards.
• Participate in after-hours support and on-call support activities as required.
• Assist with workstation imaging, software installations, and Help Desk support activities when needed.
• Support operational standby requirements and mission-critical support activities during special events and exercises.