Help Desk Technician

Sapient Logic LLC; San Diego (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Vision insurance

Job summary

Sapient Logic LLC in San Diego seeks a motivated Help Desk Technician to provide Tier 1 and Tier 2 support for mission-critical DoD systems. This role covers installation, configuration, maintenance, and troubleshooting of hardware, software, OS, and network infrastructure in a secure environment.

The ideal candidate has strong Windows and Linux skills, enterprise IT experience, and the ability to document procedures while ensuring security policy compliance.

Qualifications

• Bachelor’s degree and five or more years of related experience.
• Minimum of two years of experience applying engineering or IT principles in a professional environment.
• Two to three years of progressive IT support experience, including Tier 1 or equivalent experience supporting Linux environments.
• Active TS/SCI security clearance.
• IAT Level II certification (CompTIA Security+ and required Computing Environment certification).
• Experience configuring, maintaining, operating, and troubleshooting computer systems, servers, and network equipment.
• Experience administering Windows and Linux operating systems in enterprise environments.
• Familiarity with networking concepts including IP addressing, subnets, DNS, DHCP, LDAP, and switching.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to create and maintain technical documentation.
• Willingness to learn new technologies and adapt to evolving mission requirements.
• Ability to automate installation, configuration, and provisioning using Infrastructure as Code tools.
• Ability to work occasional extended hours to support operational requirements.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users in a secure DoD environment.
• Install, configure, maintain, and troubleshoot computer hardware, software, operating systems, and peripheral devices.
• Configure and manage Windows and Linux operating systems, commercial and government applications, network devices, and IP-based network infrastructure.
• Configure and maintain DoD and Intelligence Community (IC) distributed authentication services.
• Create, modify, and deactivate user accounts while ensuring compliance with security policies.
• Diagnose and resolve hardware, software, and network issues across multiple locations.
• Perform system maintenance activities, including file archival, data purging, and routine system updates.
• Develop, maintain, and improve technical documentation, knowledge base articles, standard operating procedures (SOPs), and user guides.
• Collaborate with software development teams to report bugs, resolve technical issues, and recommend product enhancements for Linux-based environments.
• Contribute technical documentation, tutorials, and best practices for internal support teams.
• Utilize automation and Infrastructure as Code (IaC) tools such as Ansible, Puppet, Terraform, Bash, PowerShell, and Python to improve system deployment and administration.
• Ensure systems comply with DoD cybersecurity requirements and industry security best practices.
• Support surge operations and special projects as mission requirements dictate.

Skills

Customer service

Communication

Analytical thinking

Education

Bachelor’s degree

Tools

Ansible

Puppet

Terraform

Bash

PowerShell

Python

Job description

Sapient Logic is seeking a motivated and customer-focused Help Desk Technician to provide Tier 1 and Tier 2 technical support for mission-critical systems supporting the United States Air Force. This position is responsible for the installation, configuration, maintenance, and troubleshooting of hardware, software, operating systems, and network infrastructure in a secure Department of Defense (DoD) environment.

The ideal candidate has a strong technical foundation in Windows and Linux operating systems, excellent problem-solving skills, and experience supporting enterprise IT environments. This role requires the ability to work directly with customers, maintain system security and documentation, and support highly available, mission-essential infrastructure.

Key Responsibilities:

• Provide Tier 1 and Tier 2 technical support to end users in a secure DoD environment.
• Install, configure, maintain, and troubleshoot computer hardware, software, operating systems, and peripheral devices.
• Configure and manage Windows and Linux operating systems, commercial and government applications, network devices, and IP-based network infrastructure.
• Configure and maintain DoD and Intelligence Community (IC) distributed authentication services.
• Create, modify, and deactivate user accounts while ensuring compliance with security policies.
• Diagnose and resolve hardware, software, and network issues across multiple locations.
• Perform system maintenance activities, including file archival, data purging, and routine system updates.
• Develop, maintain, and improve technical documentation, knowledge base articles, standard operating procedures (SOPs), and user guides.
• Collaborate with software development teams to report bugs, resolve technical issues, and recommend product enhancements for Linux-based environments.
• Contribute technical documentation, tutorials, and best practices for internal support teams.
• Utilize automation and Infrastructure as Code (IaC) tools such as Ansible, Puppet, Terraform, Bash, PowerShell, and Python to improve system deployment and administration.
• Ensure systems comply with DoD cybersecurity requirements and industry security best practices.
• Support surge operations and special projects as mission requirements dictate.

Required Qualifications:

• Bachelor’s degree and five (5) or more years of related experience.
• Minimum of two (2) years of experience applying engineering or IT principles in a professional environment.
• Two to three (2‐3) years of progressive IT support experience, including Tier 1 or equivalent experience supporting Linux environments.
• Active TS/SCI security clearance .
• IAT Level II certification (CompTIA Security+ and required Computing Environment certification).
• Experience configuring, maintaining, operating, and troubleshooting computer systems, servers, and network equipment.
• Experience administering Windows and Linux operating systems in enterprise environments.
• Familiarity with networking concepts including IP addressing, subnets, DNS, DHCP, LDAP, and switching.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to create and maintain technical documentation.
• Willingness to learn new technologies and adapt to evolving mission requirements.
• Ability to automate installation, configuration, and provisioning using Infrastructure as Code tools.
• Ability to work occasional extended hours to support operational requirements.

Preferred Qualifications:

• Experience supporting Department of Defense or Intelligence Community IT environments.
• Knowledge of Kubernetes, Rancher, Red Hat Enterprise Linux 7/8, Windows 10, ACAS, Grafana, and Cloud Security Gateway.
• Experience using Ansible, Puppet, Terraform, Chef, Bash, PowerShell, and Python.
• Familiarity with Joint IO Range, Defense Research and Engineering Network (DREN), and other government network environments.
• Understanding of cybersecurity concepts including Secure Shell (SSH), TLS, public key infrastructure (PKI), encryption, certificates, and access control.
• Experience supporting server infrastructure and enterprise network administration.

Job Type:

• Full-time
• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8-hour shift
• Monday to Friday
• Day shift
• Ability to work additional hours as needed to support mission requirements