Classified Help Desk Technician

About the Role

We are seeking a Classified Help Desk Technician to support the classified information technology needs of the Force Projection Sector. You will work with engineers, scientists, and business professionals addressing critical national challenges.

Key Responsibilities

• Provide first-contact resolution for account administration (e.g., password resets, unlocks), desktop, laptop, and application problem resolution, and network connectivity problems remotely and in person within offices and closed area facilities.
• Create, maintain, and modify user accounts for network and classified applications.
• Research, analyze, and diagnose problems with client systems, including hardware, software, servers, peripheral equipment, and networks.
• Solve problems using documented processes where available and best practices where not.
• Assist teams with incident response support.
• Participate in the development and presentation of training sessions.
• Provide appropriate documentation on services provided and status updates.

Requirements & Tech Stack

• Ability to troubleshoot and resolve technical problems for clients independently, using current job knowledge and external resources.
• Hardware troubleshooting experience including desktops, laptops, servers, mobile devices, and printers.
• Software troubleshooting experience including Windows and Microsoft Office.
• Networking troubleshooting experience including understanding TCP/IP, DNS, Active Directory, and Exchange.
• Excellent communication, motivation, and customer service skills with the ability to interface with all staff levels.
• Willingness to support operations from a closed area facility office and work necessary hours to complete critical work and/or troubleshooting.
• Ability to work in a call center environment requiring sitting for extended periods and troubleshooting over the phone.
• Currently hold a Secret level security clearance with the ability to obtain a Top Secret level security clearance.
• U.S. citizenship is required for eligibility for a government security clearance.

Qualifications

• Possess a Bachelor's degree in Information Systems, Cybersecurity, Computer Science, or a related technical discipline, OR at least 4 years of recent IT-related work experience.

Going Above and Beyond

• 2+ years' experience in a call center environment and using ticket management systems.
• Software experience with Desktop remote control tools, Windows 10, Macintosh, and iOS.
• Any of the following certifications: Security+, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), HDI Support Analyst.
• Experience with classified systems.