Senior Enterprise Service Desk Technician with Security Clearance

Nine FX is seeking skilled and motivated IT professionals to support the Department of the Air Force under the Enterprise Information Technology as a Service (EITaaS) program. This initiative is transforming Air Force IT from a traditional, base‑centric model to a modern, enterprise‑driven service delivery approach. You will be part of the team helping lead this transformation and elevating IT support across the enterprise. As a Senior Enterprise Service Desk Technician, you will handle advanced technical issues that exceed the capabilities of frontline support. You will use expert-level troubleshooting skills and remote access tools to diagnose and resolve complex incidents, working with specialized teams when needed to deliver complete and efficient solutions. Your role is crucial in maintaining system uptime, improving user experience, and ensuring consistent, high‑quality IT service delivery. This role supports a 24/7 operational environment, offering opportunities for day shifts, swing shifts, weekends, and a potential hybrid work option depending on mission requirements. WHAT YOU'LL DO
- Advanced Troubleshooting: Diagnose and resolve complex technical issues using deep technical knowledge and advanced problem‑solving techniques.
- Remote Support: Use remote access tools to investigate and resolve issues efficiently without needing onsite presence.
- ServiceNow Operations: Manage incidents, track tickets, document actions, and support workflows within ServiceNow to ensure accurate, timely resolution.
- Knowledge Sharing: Document detailed technical solutions in the knowledge base to support future troubleshooting and continuous improvement.
- Cross-Team Collaboration: Work closely with support teams and subject matter experts to ensure comprehensive and accurate issue resolution.
- Training & Development: Participate in cross-training and team workshops to expand expertise and enhance overall service desk capability. REQUIRED QUALIFICATIONS
- Ability to obtain and maintain a DoD Secret Clearance
- High School diploma and 6–10 years of technical experience - A Bachelor’s degree in a related field may substitute for 5 years of experience
- Strong verbal and written communication skills
- Ability to work effectively in a collaborative, team‑focused environment
- Familiarity with service desk operations, ticket handling, and basic troubleshooting
- Hands‑on experience with end‑user devices, standard business applications, and support tools
- Ability to obtain CompTIA Security+ (or equivalent) certification within 6 months DESIRED QUALIFICATIONS
- Active DoD Secret Clearance or higher
- Security+ certification
- Experience using ServiceNow (or similar ticketing/service management platforms)
- Experience with remote support tools such as:
- BeyondTrust
- TeamViewer
- Remote Desktop Protocol (RDP)