Help Desk Specialist (Secret Cleared)
Position Summary:
We are seeking a skilled Help Desk Specialist with Department of Defense (DoD) experience to provide comprehensive IT support for our users in a secure, mission-critical environment. The ideal candidate will have hands-on experience in troubleshooting technical issues, managing service requests, and supporting classified/unclassified systems in accordance with DoD cybersecurity policies and procedures.
This position is day shift and requires an active Secret clearance.
- Provide Tier I and Tier II technical support to end-users via phone, email, and in-person within a DoD environment.
- Troubleshoot hardware, software, networking, and peripheral device issues.
- Log, track, and manage help desk tickets using a ticketing system (e.g., Remedy, ServiceNow).
- Maintain compliance with DoD cybersecurity protocols (e.g., RMF, STIGs, DISA policies).
- Support account creation, password resets, access management, and configuration in accordance with DoD IT policies.
- Perform system imaging, software updates, and patches on government-issued devices.
- Document solutions and create knowledge base articles for common issues.
- Escalate unresolved issues to higher-level support or engineering teams as necessary.
- Collaborate with system administrators, cybersecurity teams, and network engineers to support IT operations.
- Ensure proper handling of classified/unclassified information and compliance with data protection requirements.
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