DoD Helpdesk Technician (TS/SCI) – VDI & End-User Support

ISPA Technology; Honolulu (HI); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Health, vision, dental coverage

11 paid holidays

401(K) with company match

Relocation opportunities

Job summary

ISPA Technology seeks a Helpdesk Technician to provide Tier 1 and Tier 2 support for a DoD virtual desktop environment in Honolulu, HI. You will be the primary contact for user issues, manage tickets, and escalate complex problems as needed while maintaining security requirements.

Ideal candidates are customer‑focused, with strong Windows troubleshooting skills, familiarity with VDI/VDI platforms, and knowledge of DoD cyber policies. TS/SCI clearance is required.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or related field.
• High School Diploma plus 3 additional years of relevant experience (5+ total) and at least one technical certification may be substituted.
• 2+ years of IT helpdesk or technical support experience, preferably in a DoD or government environment.
• Experience with IT ticketing systems (ServiceNow, Remedy, or similar).
• Strong troubleshooting skills in Windows environments and desktop applications.
• Familiarity with virtual desktop and thin-client technologies.
• Excellent customer service and communication skills.
• DoD 8570/8140 IAT Level I certification (CompTIA A+, Network+, or equivalent).

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, ticketing systems, and in-person requests.
• Troubleshoot and resolve issues involving virtual desktops, user accounts, applications, peripherals, and connectivity.
• Log, prioritize, track, and resolve incidents within established SLA requirements.
• Escalate unresolved issues to senior technical staff when appropriate.
• Communicate clearly with users and provide timely status updates.

Skills

Customer service

Troubleshooting

Windows OS

VDI

Ticketing systems

Communication

Education

Associate’s degree in IT / CS

High School Diploma + 5 years experience

Tools

ServiceNow

Remedy

VMware Horizon

Citrix

Job description

ISPA Technology seeks a Helpdesk Technician to provide Tier 1 and Tier 2 support for a DoD virtual desktop environment in Honolulu, HI. You will be the primary contact for user issues, manage tickets, and escalate complex problems as needed while maintaining security requirements.

Ideal candidates are customer‑focused, with strong Windows troubleshooting skills, familiarity with VDI/VDI platforms, and knowledge of DoD cyber policies. TS/SCI clearance is required.