End User Device (EUD) Technician/ Help Desk Specialist

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Job Type

Full-time, Contract

Description

This is an entry level position. EVS is seeking a Dedicated End User Technician for work in Colorado Springs, CO.

The Dedicated End User Device (EUD) Technician / Client Service Technician (CST) Field Technician II (Help Desk Specialist) provides frontline technical support services for NIPR and SIPR end-user systems supporting the United States Air Force Academy (USAFA). This position supports Help Desk operations, desktop support, printer support, workstation imaging, account assistance, and customer service functions in a mission-essential environment. The Help Desk Specialist is responsible for troubleshooting hardware and software issues, responding to service requests, documenting work orders, and ensuring timely restoration of end-user services in accordance with Performance Work Statement (PWS) requirements.

• Provide Tier I and Tier II technical support for NIPR/SIPR desktop systems, laptops, printers, peripherals, and end-user devices.
• Respond to customer requests received through walk-in Help Desk support, telephone support, remote support, and ServiceNow/CIPS ticketing systems.
• Troubleshoot hardware, software, account access, printer connectivity, CAC reader, and peripheral device issues.
• Install, configure, and support desktop computers, laptops, printers, and other end-user equipment.
• Assist users with Microsoft O365 applications and enterprise software troubleshooting.
• Perform basic account support and password assistance for NIPR/SIPR users.
• Support workstation imaging and lifecycle replacement activities for Government systems.
• Document all troubleshooting actions, service requests, and ticket updates within Government Automated Information Systems (AIS).
• Provide desk-side support when issues cannot be resolved remotely.
• Support VIP customers and mission-critical personnel as directed by management.
• Assist with printer troubleshooting, printer mapping, and CAC-enabled printer support.
• Support vulnerability remediation efforts and required software/security updates.
• Ensure compliance with response and restoration timelines for Priority 1, 2, and 3 outages.
• Participate in after-hours support and on-call rotations when required.
• Support operational standby requirements, special events, graduation activities, and mission-critical operations.
• Maintain professional customer service standards and ensure timely communication with customers regarding service status.
• Follow Government security procedures and safeguard sensitive information and systems.

Requirements

Active Secret Security Clearance required.

Minimum of 13 years of experience in Help Desk support, desktop support, or enterprise IT customer service environments.

Experience supporting Windows desktop operating systems and Microsoft Office/O365 applications.

Basic knowledge of desktop hardware, printers, peripherals, and troubleshooting methodologies.

Familiarity with ticket management systems such as ServiceNow or similar platforms.

Strong customer service, communication, and problem-solving skills.

Ability to work in a fast-paced operational environment.

Ability to work independently and as part of a team.

Experience supporting DoD or Government IT environments preferred.

Certifications

CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.

Work Environment

On-site position supporting the United States Air Force Academy (USAFA).

Requires support during standard operating hours with potential participation in after-hours support rotations.

May require standing, walking, and lifting IT equipment during workstation setup and troubleshooting activities.

Position supports a mission-essential services contract.

Salary Description

$18 to $26.44/hour for entry level