Position Details

Salary $19 – $25 USD / year

Type Full-Time

Experience entry

Exp. Years Minimum of 1 year experience as a Help Desk Technician Tier 1 with a BS/BA or 5 years' experience with no degree.

Education BS/BA or 5 years' experience with no degree

Category System Administration

About this role

Tier 1 help desk role providing frontline technical support to end users, focusing on initial troubleshooting, basic issue resolution, and incident documentation. Includes account lockouts, password resets, and basic network connectivity checks with escalation to higher tiers when needed.

Key Responsibilities

Perform initial diagnostics using established troubleshooting scripts
Provide basic technical assistance for C2ISR platform hardware/software issues
Handle account lockouts and password resets plus basic network connectivity checks
Document incidents accurately in ticketing systems and maintain knowledge base
Escalate complex issues to higher-tier teams with clear problem descriptions

Technical Overview

Supports a 24/7/365 operational environment for critical C2ISR systems. Uses ServiceNow and Remedy ticketing, remote support tools (Microsoft Remote Desktop and TeamViewer), and collaboration tools (Microsoft Teams, Zoom, Outlook) while following troubleshooting scripts and incident logging procedures.

Ideal Candidate

The ideal candidate is an entry-level Help Desk Technician Tier 1 with at least 1 year of hands-on end-user support experience in a fast-paced 24/7/365 environment. They have working knowledge of ServiceNow and Remedy ticketing, can troubleshoot basic hardware/software and C2ISR-related issues, and can perform account lockouts and password resets while maintaining accurate incident documentation.

Must-Have Skills

ServiceNowRemedyMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlookaccount lockoutspassword resetsbasic network connectivity checks24/7/365 operational environment supporttroubleshooting scripts and proceduresincident logging and documentation

Tools & Platforms

ServiceNowRemedyMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlook

Required Skills

ServiceNowRemedyMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlooktroubleshooting scriptsincident loggingknowledge base documentationpassword resetsaccount lockoutsnetwork connectivity checks24/7/365 supportPC diagnostic utilities

Hard Skills

Service desk ticketing systemsServiceNowRemedyknowledge base and documentation repositoriesMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlookPC diagnostic utilitiesbasic network connectivity testersaudio/visual troubleshooting toolsinventory and asset management systemsservice-level standards for incident loggingincident reporting and resolution trackingaccount lockoutspassword resetsbasic network connectivity checkstroubleshooting scripts and proceduresinitial diagnostic steps24/7/365 operations supportC2ISR platforms

Soft Skills

professional behaviorclear and concise problem descriptionscustomer servicedocumentationreliable attendanceteamworkwork under minimal guidance

Certifications

Required

DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level

Industry & Role

Industry Defense

Job Function Deliver first-line help desk support and incident resolution for end users in a defense 24/7 environment

Role Subtype Help Desk L1

Tech Domains ITSM / ServiceNow

Keywords for Your Resume

Help Desk TechnicianHelp Desk Technician Tier 1Tier 1IT supportend user supportServiceNowRemedyincident loggingincident reportingticketing systemknowledge baseMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlookpassword resetsaccount lockoutsnetwork connectivity checkstroubleshooting scripts24/7/365C2ISRDoD 8140ADP-IIIIT-III

Deal Breakers

Must be able to work onsite at MacDill Air Force Base in Tampa, FL, Must complete DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level, Minimum 1 year Tier 1 help desk experience (or 5 years with no degree)

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Help Desk Technician - Tier 1

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