Help Desk Support Technician

Hirebridge; Suffolk (VA); On-site; USD 62,000 - 73,000; Full time

Job summary

Apogee Solutions is seeking a full-time Help Desk Support Technician to support the Joint Staff J7 JEDD. This role requires U.S.

citizenship and an active TOP SECRET/SCI clearance, with responsibilities centered on initial contact, ticket logging, and basic hardware/software troubleshooting. The ideal candidate will have an Associates degree in a relevant field or five years of help desk experience, plus proven communication skills and customer service orientation.

Qualifications

• Associates degree in a relevant field OR five years' help desk/technical support experience.
• Demonstrated ability to communicate orally and in writing with a positive customer service attitude.
• Experience with information systems customer support on networks or client/server environments considered a plus.

Responsibilities

• Serve as the first point of contact for JEDD users seeking technical support.
• Manage initial call intake, log support tickets, and solve basic hardware and software problems.

Skills

Customer service

Oral and written communication

Problem solving

Education

Associates degree in Computer Science/Information Systems/CS Application Management

Five years' experience in help desk and technical support

Job description

Apogee Solutions, a Woman-Owned Small Business, is seeking a full-time Help Desk Support Technician to support the Joint Staff, J7 Joint Education and Doctrine Division (JEDD). Qualified candidates must be a U.S. Citizen with an active TOP SECRET/SCI clearance.

The Help Desk Support Technician is responsible for providing basic technical support for JEDD personnel. The JEDD is an integral part of the Joint Staff J7 and is responsible for shaping military readiness by managing Joint professional education policies developing Joint doctrine, and incorporating lessons learned into future force operations. The JEDD updates Joint operational publications and terminology, oversees professional education policy and curriculum standards, and integrates operational insights into training and doctrine publications.

The Help Desk Support Technician will:

• Serve as the first point of contact for JEDD users seeking technical support.
• Manage initial call intake, log support tickets, solve basic hardware and software problems, and upscale complex issues.

Required Experience:

• Active DOD Top Secret clearance with SCI eligibility
• Associates degree from an accredited college or university in Computer Science, Information Systems Management, or Computer Science Application Management or related field OR five years' experience in help desk and technical support
• Demonstrated success in two of the following areas:
  • Experience and ability to perform information systems customer support on networks, and other work in the client/server field, or related fields
  • Expert knowledge of PC operating systems, e.g., MS-Windows, as well as networking and mail standards and demonstrated ability to work on a help desk software application
  • Demonstrated ability to communicate orally and in writing and a positive customer service attitude

Salary Range: $30 to $35 per hour