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.