About this role
Help Desk Technician I will provide Tier 1 technical and operational support for user equipment and information support functions across the task order. The role focuses on resolving common end-user issues, documenting cases in a help desk ticketing system, monitoring systems, and escalating complex problems while supporting 24/7/365 operations.
Key Responsibilities
- Provide basic technical support (password resets, account issues, hardware/software problems)
- Document issues/actions/resolutions in ticketing system
- Monitor systems and alerts and report to senior staff
- Assist with routine maintenance and simple configurations under supervision
- Escalate complex/unresolved issues and communicate prior actions
Technical Overview
The position covers first-line help desk troubleshooting including password resets, account issues, and basic hardware/software problems. Work includes using ticketing systems and remote support tools, monitoring alerts, performing supervised routine maintenance/configurations, and coordinating support across SATCOM and missionsupport systems under TS/SCI clearance requirements.
Ideal Candidate
The ideal candidate is an entry-level IT support professional with prior Help Desk Technician Tier 1 experience supporting a DoD customer at the CCMD level. They must already hold an active DoD Top Secret/SCI (TS/SCI) clearance and be able to perform first-line user support such as password resets, account issues, and basic hardware/software troubleshooting while documenting everything in a ticketing system.
Must-Have Skills
Previous experience as a Help Desk Technician Tier 1 or similar role supporting a DoD customer at the CCMD levelcurrentactive DoD security clearance at the TS/SCI levelMinimum of 1 year experience with a BS/BA or 5 years' experience with no degreeDoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate within six months of the assignment
Nice-to-Have Skills
Experience with SATCOM and missionsupport systems
Tools & Platforms
help desk ticketing systemremote support softwareticketing systemscommunication platformsbasic diagnostic utilitiesADP-IIIIT-IIIDoD CAF (Department of Defense Consolidated Adjudications Facility)
Required Skills
Help Desk Technician Tier 1DoD customer at CCMD levelpassword resetsaccount issueshardware troubleshootingsoftware troubleshootinghelp desk ticketing system documentationmonitoring systems and alertsroutine maintenanceremote support softwareescalation24/7/365 shift workSATCOMCONUS travelOCONUS travelDoD-approved IA baseline certificationADP-IIIIT-IIIIAT levelCE/Operating System (OS) certificateTop Secret/SCI security clearance
Hard Skills
Help Desk Technician Tier 1technical supportpassword resetsaccount issueshardware troubleshootingsoftware troubleshootingissue diagnosishelp desk ticketing system documentationmonitoring systems and alertsroutine maintenancebasic updatesequipment checkssimple configurationsescalation of complex issues24/7/365 operations supportshift workremote support softwareticketing systemscommunication platformsbasic diagnostic utilitiesguidesFAQsdocumentation maintenanceSATCOMmissionsupport systemsCONUS travelOCONUS travelTop Secret/SCI security clearanceU.S. Government Security Clearance adjudicationDoD CAFDoD-approved IA baseline certification for ADP-III/IT-IIIIAT levelCE/Operating System (OS) certificateDoD security clearance at the TS/SCI level
Soft Skills
technical and management leadershipclear communicationfollow established stepsdocumentation disciplineability to communicate what has already been donecustomer service in a help desk environmentwork effectively in a 24/7/365 environmentescalation communication
Certifications
Required
DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate
Keywords for Your Resume
Help Desk Technician IHelp Desk Technician Tier 1Tier 1DoD customerCCMD levelTop Secret/SCIU.S. Government Security ClearanceDoD CAFDepartment of Defense Consolidated Adjudications FacilityTS/SCIDoD-approved IA baseline certificationADP-IIIIT-IIIIAT levelCE/Operating System (OS) certificatepassword resetsaccount issueshardware or software problemshelp desk ticketing systemremote support software24/7/365shift workCONUSOCONUSSATCOM
Deal Breakers
Must have a current, active DoD security clearance at the TS/SCI level, Minimum of 1 year experience with a BS/BA or 5 years' experience with no degree, Must be able to obtain and maintain Top Secret/SCI clearance for U.S. employment eligibility, DoD-approved IA baseline certification for ADP-III/IT-III required within six months
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