Help Desk Incident Coordinator - DoD On-Site

Absolute Business Solutions Corp (ABSC); Maryland; On-site; USD 60,000 - 102,000; Full time

Benefits offered by this job

Generous PTO

11 Federal Holidays

401k match

Wellness allowance

Education funds

Volunteer PTO

Charitable match

Referral program

LOV awards

Job summary

ABSC, Absolute Business Solutions Corp, seeks a Mid-Level Help Desk Technician to support the AFNCR ITS-2 program at Joint Base Andrews. The role centers on incident triage, coordinating rapid response with technical teams, and clear communication with government leadership during outages.

This is an on-site position with a mandatory 30-day day-shift training period and a Secret clearance. Responsibilities include proactive incident assessment, conference bridges, and documenting findings.

Qualifications

• Active Secret security clearance.
• Current CompTIA Security+ certification.
• At least two years of professional experience supporting a Department of Defense environment.
• Foundational understanding of network equipment, architecture, and capabilities.
• Knowledge of Windows OS, email systems, networking standards, desktop apps, printers, and PC hardware/software.
• Experience supporting users through a help desk or similar environment.
• Strong written and verbal communication skills.
• Ability to brief stakeholders and explain complex technical situations clearly and concisely.
• Customer-service oriented and professional demeanor.
• Ability to multitask and prioritize in a fast-paced environment.
• Onsite work at Joint Base Andrews with Tuesday–Saturday swing shift.
• Must complete the 30-day day-shift training period.

Responsibilities

• Identify, assess, and classify major IT incidents from AFNCR work centers and tools.
• Serve as primary triage contact for new issues.
• Coordinate rapid response with internal and external teams.
• Facilitate troubleshooting conference bridges during incidents.
• Maintain clear communication with stakeholders through the incident lifecycle.
• Track incident status, impact, and resolution progress.
• Distribute critical information via government channels.
• Lead investigation and resolve activities from start to finish.
• Support root-cause analysis with problem-management.
• Provide phone and in-person support for email, Windows apps, printers, and hardware.
• Document incident activity, findings, decisions, and resolutions.
• Explain complex issues to technical and nontechnical audiences.
• Work effectively under pressure while managing priorities.

Skills

Communication skills

Customer service

Multitasking

Incident triage

Education

Associate degree or certificate

Bachelor's degree

No degree alternative

Tools

Windows OS

Desktop applications

Job description

ABSC, Absolute Business Solutions Corp, seeks a Mid-Level Help Desk Technician to support the AFNCR ITS-2 program at Joint Base Andrews. The role centers on incident triage, coordinating rapid response with technical teams, and clear communication with government leadership during outages.

This is an on-site position with a mandatory 30-day day-shift training period and a Secret clearance. Responsibilities include proactive incident assessment, conference bridges, and documenting findings.