Help Desk Tier I and II

Responsibilities: for the Help Desk Specialist include: Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment, resolving user-reported hardware, software, application, and connectivity issues. Monitor and respond to support requests through multiple channels, utilizing ticketing and monitoring tools to prioritize incidents, track trends, and ensure timely resolution. Troubleshoot complex network and communications issues involving Link 16, JREAP-C, SIPR connectivity, application deployment failures, and mission system performance. Support mission operations by maintaining Systems Integration Laboratory (SIL) capabilities, assisting with mission initialization activities, and ensuring operational system availability. Escalate advanced technical issues to Subject Matter Experts while coordinating resolution efforts, documenting solutions, and improving support processes through operational analysis and reporting. Required Qualifications for the Help Desk Specialist include: 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments Experience providing Tier 1 and/or Tier 2 technical support for Windows-based systems, applications, and network infrastructure Ability to diagnose and troubleshoot software, hardware, operating system, connectivity, and application-related issues Experience working with ticket tracking systems, incident management processes, and operational support workflows Familiarity with networking concepts including TCP/IP, DNS, VPNs, routing, switching, and secure communications Ability to communicate technical issues clearly to end users and senior technical personnel Experience supporting secure government, defense, or mission-critical environments preferred Strong analytical, troubleshooting, documentation, and customer service skills Education: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred Clearance: Active Secret Clearance or ability to obtain and maintain a Secret Clearance Credential: Ability to obtain and maintain a Common Access Card (CAC) Certification Preferred: Security+, Network+, A+, or equivalent DoD 8570-compliant certification Qualifications: for the Help Desk Specialist include: 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments Experience providing Tier 1 and/or Tier 2 technical support for Windows-based systems, applications, and network infrastructure Ability to diagnose and troubleshoot software, hardware, operating system, connectivity, and application-related issues Experience working with ticket tracking systems, incident management processes, and operational support workflows Familiarity with networking concepts including TCP/IP, DNS, VPNs, routing, switching, and secure communications Ability to communicate technical issues clearly to end users and senior technical personnel Experience supporting secure government, defense, or mission-critical environments preferred Strong analytical, troubleshooting, documentation, and customer service skills Education: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred Clearance: Active Secret Clearance or ability to obtain and maintain a Secret Clearance Credential: Ability to obtain and maintain a Common Access Card (CAC) Certification Preferred: Security+, Network+, A+, or equivalent DoD 8570-compliant certification Compensation: for the Help Desk Specialist includes: Salary Range: $30.00 - $44.00/hr Depending on experience/ shift Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401(k), Tuition Assistance, and additional employee benefits Opportunity to support a high-visibility national defense communications program Long-term project supporting 24/7 mission-critical operational environments