Help Desk Technician

Trace Systems Inc.; Riyadh; On-site; SAR 150,000 - 210,000; Full time

Job summary

Trace Systems is hiring Help Desk Technicians in Riyadh, Saudi Arabia to be the first point of contact for users on classified and unclassified networks. Technicians diagnose, document, and escalate issues to the proper teams while sustaining ticket ownership.

Ideal candidates have 3+ years of help desk experience, DoD 8140 qualifications, and a clear track record in customer service, problem solving, and professional communication with government personnel.

Qualifications

• Active and in-scope US Government Secret clearance is required.
• US Citizenship is required due to contract requirements.
• Three+ years of help desk or service desk experience in enterprise environments.
• DoD 8140 qualification requirements for the assigned work role apply.

Responsibilities

• Receive incidents and requests via multiple channels and log in the ticketing system.
• Provide Tier I support for desktops, laptops, printers, and peripherals.
• Troubleshoot Windows, Office, Outlook, VPN, and network connectivity.
• Escalate complex issues to specialized teams while retaining ownership.
• Communicate status professionally to military personnel and government staff.
• Contribute to knowledge articles and service improvement initiatives.

Skills

Customer service

Communication

Analytical thinking

Organizational skills

Problem-solving

Documentation

Education

Bachelor’s degree in Information Technology / Computer Science / Information Systems

Tools

ServiceNow

Remedy

AESMP

Job description

Job Responsibilities

Trace Systems is seeking customer-focused Help Desk Technicians to support the contract in Riyadh, Kingdom of Saudi Arabia. The Help Desk Technician is the first point of contact for users on classified and unclassified networks. The technician receives requests, performs initial diagnosis and service restoration, documents all actions, and coordinates escalation to the appropriate technical team.

• Receive incidents and service requests through telephone, email, walk-in, remote-support tools, and the Government-approved ticketing system.
• Create, categorize, prioritize, assign, update, track, and close tickets with complete customer, troubleshooting, escalation, and resolution details.
• Provide Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart-card readers, and approved peripherals.
• Assist with CAC authentication, certificate issues, password resets, account unlocks, profiles, printer mapping, shared-drive access, and approved access requests.
• Perform basic Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity troubleshooting.
• Install and configure approved client software, peripherals, workstation settings, and remote-support sessions within authorized scope.
• Support workstation setup, equipment replacement, office moves, technology refresh, and basic VTC or conference-room requirements.
• Escalate advanced issues to Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity, or external support teams while retaining ticket ownership.
• Meet priority and response requirements for mission-critical outages, VIP work stoppages, cybersecurity incidents, and enterprise disruptions.
• Communicate professionally with military leaders, Government civilians, mission partners, and distinguished visitors.
• Contribute to knowledge articles, troubleshooting guides, recurring-issue analysis, and service improvement activities.
• Follow cybersecurity, approved-software, removable-media, information-protection, and Government Furnished Equipment accountability requirements.
• Participate in after-hours, emergency recall, and on-call support when assigned.

Job Overview

Job Title: Help Desk Technician

Job Location: Al Nakhla, Saudi Arabia

Trace Systems is seeking customer-focused Help Desk Technicians to support the contract in Riyadh, Kingdom of Saudi Arabia. The Help Desk Technician is the first point of contact for users on classified and unclassified networks. The technician receives requests, performs initial diagnosis and service restoration, documents all actions, and coordinates escalation to the appropriate technical team.

• Receive incidents and service requests through telephone, email, walk-in, remote-support tools, and the Government-approved ticketing system.
• Create, categorize, prioritize, assign, update, track, and close tickets with complete customer, troubleshooting, escalation, and resolution details.
• Provide Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart-card readers, and approved peripherals.
• Troubleshoot Microsoft Windows, Office, Outlook, Teams, approved browsers, Adobe products, and other enterprise applications.
• Assist with CAC authentication, certificate issues, password resets, account unlocks, profiles, printer mapping, shared-drive access, and approved access requests.
• Perform basic Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity troubleshooting.
• Install and configure approved client software, peripherals, workstation settings, and remote-support sessions within authorized scope.
• Support workstation setup, equipment replacement, office moves, technology refresh, and basic VTC or conference-room requirements.
• Escalate advanced issues to Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity, or external support teams while retaining ticket ownership.
• Meet priority and response requirements for mission-critical outages, VIP work stoppages, cybersecurity incidents, and enterprise disruptions.
• Communicate professionally with military leaders, Government civilians, mission partners, and distinguished visitors.
• Contribute to knowledge articles, troubleshooting guides, recurring-issue analysis, and service improvement activities.
• Follow cybersecurity, approved-software, removable-media, information-protection, and Government Furnished Equipment accountability requirements.
• Participate in after-hours, emergency recall, and on-call support when assigned.

Minimum Qualifications

• Active, in-scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements: US Citizenship is required.
• Three (3) or more years of help desk, service desk, desktop support, or enterprise technical support experience.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 - Technical Support Specialist, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination thereof.
• Qualifying credentials include a bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or completion of relevant military communications or network training.
• Qualifying certifications may include Security+, CND, GFACT, GSEC, or other DoD 8140-approved certifications. Higher proficiency-level or equivalent DoD 8140-approved certifications applicable to the assigned work role may also be accepted.
• Experience supporting Microsoft Windows workstations, Office applications, endpoint hardware, printers, peripherals, email, and basic network connectivity.
• Experience using ServiceNow, Remedy, AESMP, or another enterprise ticketing system.
• Working knowledge of Active Directory user support, TCP/IP, DNS, DHCP, VPN, wireless networking, and enterprise authentication.
• Ability to document technical actions accurately, manage competing priorities, and communicate status clearly.
• Strong customer service, analytical, organizational, and problem-solving skills.
• Valid U.S. driver license and willingness to relocate to Riyadh, Kingdom of Saudi Arabia.

Desired Qualification

• CompTIA A+, Network+, ITIL Foundation, or HDI certification.
• Experience supporting NIPRNet, SIPRNet, Microsoft 365, CAC middleware, VPN clients, SCCM/MECM, or Intune.
• Experience supporting VTC setup, SharePoint permissions, or shared-drive access.
• Previous DoD, USARCENT, CENTCOM, NETCOM, DISA, overseas, contingency, or military communications experience.

Education

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline; associate degree, military training, or relevant experience may substitute.

Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation’s security interests at home and abroad-- whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

Trace Systems is an Equal Opportunity and Affo