Defense-Grade IT Support Specialist

DEFCON AI, Inc.; McLean (VA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Flexible work environment

Parental leave (14 weeks)

Bonus and equity package

Job summary

DEFCON AI, Inc. is seeking an IT Help Desk Specialist to own day-to-day end user support in a Microsoft 365 environment with a focus on security and compliance. You will manage user accounts, assist executives, and contribute to a growing defense-focused IT team in McLean, VA.

Ideal candidates have 2+ years of help desk experience, strong written communication, and a customer-focused mindset. This on-site role offers a competitive salary, bonus, equity, and comprehensive benefits.

Qualifications

• 2+ years of help desk or desktop support experience.
• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
• Working knowledge of Windows and macOS troubleshooting.
• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management.
• Strong written communication skills, with the ability to write clear end user documentation.
• Customer-focused approach and the ability to manage multiple requests at once.

Responsibilities

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels.
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment.
• Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support.
• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications.
• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal.
• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides.
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform.
• Reset passwords and support MFA enrollment and sign-in issues.
• Maintain accurate asset and license records.
• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly.
• Identify recurring issues and recommend process or tooling improvements.

Skills

Written communication

Customer focus

Multitasking

Problem solving

Tools

Microsoft 365

Entra ID

Zendesk

Intune

Job description

DEFCON AI, Inc. is seeking an IT Help Desk Specialist to own day-to-day end user support in a Microsoft 365 environment with a focus on security and compliance. You will manage user accounts, assist executives, and contribute to a growing defense-focused IT team in McLean, VA.

Ideal candidates have 2+ years of help desk experience, strong written communication, and a customer-focused mindset. This on-site role offers a competitive salary, bonus, equity, and comprehensive benefits.