Help Desk Support Technician

Key Responsibilities

Provide Tier 1 and Tier 2 technical support for hardware, operating systems, and enterprise software across both in-person and remote environments.
Triage, document, and resolve support requests within ticketing systems (such as Jira Service Management or ServiceNow) in a timely and professional manner.
Configure and maintain SharePoint Online team sites, communication pages, document libraries, and custom lists for program stakeholders.
Manage site permissions, access requests, and group policies in alignment with organizational security guidelines.
Build simple workflow automations utilizing Microsoft Power Automate to streamline routine administrative processes.
Provision, deploy, and maintain laptops, peripherals, and client software images.
Assist users with basic account management, password resets, and multi-factor authentication (MFA) setup via Active Directory / Microsoft Entra ID.

Required Experience/Clearance

• An active Secret security clearance is mandatory for this position. Applicants must currently possess an active Secret clearance to be considered. Candidates without an active clearance will not be considered.
• 2+ years of hands-on experience in an IT Help Desk, Desktop Support, or Technical Customer Service role.
• SharePoint Knowledge: Proven experience creating and organizing SharePoint Online sites, managing permissions, and configuring lists and web parts.
• Operating Systems & Hardware: Strong familiarity with Windows 10/11 environments, computer hardware troubleshooting, and mobile device support.
• Productivity Suites: Working knowledge of Microsoft 365 applications (Teams, Outlook, OneDrive, Office Suite).
• Communication Skills: Exceptional interpersonal, written, and verbal communication skills with a customer-first mindset.

Desired Experience

We encourage all candidates who meet the basic requirements to apply, even if you do not have any of the following experience:

Experience creating basic business applications using Microsoft Power Apps or generating simple reports in Power BI.

Prior experience supporting government, defense, or federal contractor IT environments.

Industry certifications such as CompTIA Security+, CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals.

Basic understanding of ITIL processes (Incident, Request, and Change Management).

Familiarity with PowerShell for routine administrative and user management tasks.