Global IT Helpdesk Technician - Tier 1 Support

ICR, Inc.; Aurora (CO); Hybrid; USD 78,853 - 123,219; Full time

Benefits offered by this job

Company equity

Retirement plan

Health care benefits

Flexible PTO

Bonus potential

Job summary

ICR, Inc. is seeking an IT Support Technician to provide end-user support at the Aurora, CO location and remotely to users worldwide. The role involves desktop/laptop/VM configuration, account management, and knowledge sharing with the IT team.

You will handle after-hours on-call support and ensure compliance with Information Assurance guidelines, while leveraging your security clearance and ITIL-style processes.

Qualifications

• Active Top Secret Security Clearance with SSBI and SCI access (US Citizenship required).
• Minimum one year of experience in an IT help-desk environment.
• Ability to perform initial issue triage and troubleshoot.
• Experience imaging, configuring, and repairing PCs, including hardware upgrades.
• Strong customer service skills for internal/external customers.
• Strong oral and written communication skills.
• Current DoD 8570 IAT Level 2 baseline certification (ex Security+ CE) or ability to obtain within 2 months.

Responsibilities

• Provide IT helpdesk support (Tier 1) for end-users in-person and remotely.
• Configure and maintain desktops, laptops, virtual machines, printers, and phones.
• Create and maintain user accounts including password resets.
• Document known issues and resolutions for the IT team.
• Support IT infrastructure including patching and maintenance.
• Ensure adherence to IA guidelines and best practices.
• Provide on-call support after hours as required.

Skills

US Citizenship

IT helpdesk

Issue triage

PC imaging/configuration

Customer service

Strong communication

IAT Level 2 (Security+)

Education

Associate's degree in IT

Tools

VMware ESXi

Active Directory

Office 365

Linux (RHEL 8, Ubuntu)

Windows 10

Terminal Services

Job description

ICR, Inc. is seeking an IT Support Technician to provide end-user support at the Aurora, CO location and remotely to users worldwide. The role involves desktop/laptop/VM configuration, account management, and knowledge sharing with the IT team.

You will handle after-hours on-call support and ensure compliance with Information Assurance guidelines, while leveraging your security clearance and ITIL-style processes.