DoD Help Desk Technician - Secret Cleared

Omniscius Consulting; Orlando (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Omniscius Consulting is seeking a Help Desk Technician to support a DoD customer in Orlando, FL. This role requires an active DoD Secret clearance and involves phone and onsite support for headquarters personnel and phone/remote desktop support for field offices.

You will work with desktop hardware and software, IT services, and applications across Unclassified (NIPRNet) and Classified (SIPRNet) networks, meeting service level metrics and documenting resolutions.

Qualifications

• Active DoD Secret Security Clearance required.
• A+ Certification required.

Responsibilities

• Meet service levels for call response and customer service.
• Log trouble calls in the ticket tracking system with complete details.
• Resolve trouble calls in person, by phone, or via email.
• Analyze and resolve tickets using remote desktop tools.
• Escalate tickets to Tier II/III as per processes.
• Provide follow-up to ensure issue resolution.
• Assign Trusted Agents for issuing alternate tokens to HQ.
• Document call resolutions and maintain knowledge base articles.
• Maintain or create SOPs for common Help Desk processes.

Skills

Phone support

Onsite support

Remote desktop

Troubleshooting

Customer service

Education

A+ Certification

Tools

Ticketing system

Remote support tools

Knowledge Base

Job description

Omniscius Consulting is seeking a Help Desk Technician to support a DoD customer in Orlando, FL. This role requires an active DoD Secret clearance and involves phone and onsite support for headquarters personnel and phone/remote desktop support for field offices.

You will work with desktop hardware and software, IT services, and applications across Unclassified (NIPRNet) and Classified (SIPRNet) networks, meeting service level metrics and documenting resolutions.