About this role
Provide Tier 1 frontline technical support to end users at MacDill Air Force Base in Tampa, FL. You will troubleshoot hardware/software and C2ISR platform issues, manage help desk tickets, document incidents, and escalate complex problems to higher-tier teams.
Key Responsibilities
- Perform initial troubleshooting per scripts and procedures
- Resolve basic hardware/software issues for C2ISR platforms
- Assist with account lockouts, password resets, and network connectivity checks
- Document incidents and maintain help desk knowledge base
- Escalate complex or unresolved issues to higher-tier support and support shift work
Technical Overview
Tier 1 service desk role supporting 24/7/365 operations with ITSM ticketing (ServiceNow and Remedy). Uses remote support tools (Microsoft Remote Desktop and TeamViewer), collaboration tools (Microsoft Teams, Zoom, Outlook), and performs basic network connectivity checks and end-user account support (lockouts, password resets).
Ideal Candidate
The ideal candidate is an entry-level Tier 1 Help Desk Technician with 1+ year of frontline end user support experience. They have hands-on troubleshooting experience using ServiceNow or Remedy, can document incidents thoroughly, and are comfortable working 24/7/365 shift coverage in a fast-paced environment.
Must-Have Skills
initial troubleshooting following established troubleshooting scripts and proceduresincident loggingcommunicationand closuregather and document detailed information from usersworking knowledge of ServiceNow and Remedyworking knowledge of Microsoft Remote Desktop and TeamViewerparticipate in shift work to support 24/7/365 operations
Tools & Platforms
ServiceNowRemedyMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlook
Required Skills
ServiceNowRemedyknowledge basedocumentation repositoriesMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlookPC diagnostic utilitiesnetwork connectivity testersaudio/visual troubleshooting toolsinventory and asset management systemsdocumentation templatesincident loggingaccount lockoutspassword resetsnetwork connectivity checks
Hard Skills
service desk ticketing systemsServiceNowRemedyknowledge base and documentation repositoriesMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlookPC diagnostic utilitiesbasic network connectivity testersaudio/visual troubleshooting toolsinventory and asset management systemsstandard documentation templatesincident loggingproblem analysisaccount lockoutspassword resetsbasic network connectivity checksescalation to higher-tier supportincident reporting and resolution trackinghelp desk knowledge base documentationstandard troubleshooting scripts and procedures24/7/365 shift workservice-level standards
Soft Skills
clearconciseand complete problem descriptionsprofessional behaviorreliable attendancedocumenting accuratelycustomer-facing communicationteamworkability to work in a fast-paced environmentcollaboration
Certifications
Required
DoD-approved IA baseline certification for ADP-III/IT-IIICE/Operating System (OS) certificate
Keywords for Your Resume
Help Desk TechnicianHelp Desk Technician Tier 1Tier 1Tier 2Tier 3Desktop Supportend user supportServiceNowRemedytroubleshooting scriptsincident loggingknowledge baseMicrosoft Remote DesktopTeamViewerMicrosoft TeamsZoomOutlookaccount lockoutspassword resetsnetwork connectivity checksADP-IIIIT-IIIIATDoD 8140ADP-III/IT-III
Deal Breakers
Must complete DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level, Must obtain CE/Operating System (OS) certificate within six months of the assignment, Minimum 1 year experience as a Help Desk Technician Tier 1 (or 5 years with no degree)
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