DoD VDI Helpdesk Technician | Tier 1–2 Support

ISPA Technology, LLC; Honolulu (HI); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Bonus potential

Health, vision, dental

Generous PTO holidays

Life and disability insurance

401(k) with match

Relocation opportunities

Professional development

Job summary

ISPA Technology, LLC in Honolulu, HI is seeking a Helpdesk Technician to provide Tier 1 and Tier 2 support for a DoD virtual desktop environment serving approximately 275 users. The role reports to the IT Site Lead and serves as the main point of contact for user support.

The ideal candidate is customer-focused, technically proficient, and experienced in security-conscious environments, with strong Windows troubleshooting and DoD IAT certifications. Some extended hours may be required.

Qualifications

• Associate degree or 5+ years in IT support substituted for education requirement.
• 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.
• 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.
• Support VDI environments, including connectivity, performance, display, and application issues.
• Configure and troubleshoot thin clients, endpoint devices, printers, and peripherals.
• Assist with VDI client software installation and updates.
• Process account creation, password resets, account unlocks, and access changes.
• Follow DoD cybersecurity policies and report potential security incidents.
• Maintain accurate documentation of all support activities.
• Document troubleshooting steps and resolutions within the ticketing system.
• Contribute to knowledge base articles and standard operating procedures.
• Support exercises and operational requirements that may require extended hours.

Skills

Windows troubleshooting

Customer service

Communication

Helpdesk experience

Ticketing system usage

Education

Associate’s degree in Information Technology or Computer Science

High School Diploma + 3 years experience

Tools

ServiceNow

Remedy

VMware Horizon

Citrix

Job description

ISPA Technology, LLC in Honolulu, HI is seeking a Helpdesk Technician to provide Tier 1 and Tier 2 support for a DoD virtual desktop environment serving approximately 275 users. The role reports to the IT Site Lead and serves as the main point of contact for user support.

The ideal candidate is customer-focused, technically proficient, and experienced in security-conscious environments, with strong Windows troubleshooting and DoD IAT certifications. Some extended hours may be required.