Help Desk Technician I

Jobtailor; Quantico (VA); On-site; USD 60,000 - 75,000; Full time

Job summary

Jobtailor in Quantico, VA is seeking a skilled help desk technician to provide in-person, telephone, and remote technical support for government users, manage ticketing, and maintain Active Directory accounts.

Candidates must hold US citizenship with an active DOD Interim Secret or Secret clearance and a DOD 8570 IAT Level II certification (e.g., Security+). The role emphasizes strong communication, problem solving, and detail orientation.

Qualifications

• 1 year of demonstrated help desk or desk-side support experience.
• U.S. Citizenship with active DOD Interim Secret or Secret Clearance.
• DOD 8570 IAT Level II certification at hire (e.g., Security+ CE).
• Experience with Outlook, Excel, Word, and ticketing systems.

Responsibilities

• Create and troubleshoot help desk tickets and provide in-person, telephone, and remote support.
• Log requests, generate trouble tickets, record actions and time, and report status.
• Manage Active Directory client accounts and Windows devices.
• Troubleshoot OS, applications, and configurations; apply patches and security fixes.
• Support cloud services (Google Workspace, Office 365) and SCCM-related tasks.
• Document processes and coordinate changes; use the Enterprise Service Desk system.

Skills

Help desk experience

Communication

Team player

Problem solving

Attention to detail

Time management

Tools

Remedy

ServiceNow

ConnectWise

Jira

Active Directory

Windows OS

Microsoft 365

Job description

Responsibilities

• Create and troubleshoot help desk tickets
• Provide in-person, telephone, and remote technical support
• Log help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government
• Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems
• Troubleshoot and resolve end-user device application, configuration, and operating system problems via telephone, remote control, and at user locations
• Maintain and support end-user device operating systems and application software
• Apply configuration changes, service packs, patches, updates, security fixes, and virus definitions to end-user devices
• Troubleshoot cloud-based services such as Google Workspace or Microsoft Office 365
• Troubleshoot software baseline applications and email problems
• Coordinate standard system image configuration changes with the SCCM Image Team
• Install, configure, and maintain authorized client applications and software baselines on end-user devices
• Perform minor hardware repairs and replacements on government-authorized computer systems
• Create and update technical process documentation
• Assist with installing and testing system software or hardware configurations and coordinate documentation of hardware and software changes
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests
• Assist with technical documentation and configuration of change requests
• Assist with MCU content management responsibilities as needed

Requirements

• Must be a U.S. Citizen
• Must hold active DOD Interim Secret or Secret Clearance
• Must have 1 year of demonstrated help desk, desk side or similar technical support experience
• DOD 8570 IAT Level II certification compliance required at hire, such as CompTIA Security+ CE, with enrollment in the Continuing Education (CE) program
• Experience with Microsoft Office Outlook, Excel, and Word
• Experience with ticketing systems such as Remedy, ServiceNow, ConnectWise, or Jira
• Experience with Active Directory, Windows devices, and Windows Operating Systems
• Excellent written and oral interpersonal and communication skills
• Strong team player; self-assured, confident, and goal oriented
• Ability to organize and manage multiple priorities and delegate effectively
• Ability to solve problems and translate policies into daily routine operations
• Keen attention to detail
• Weekend or after-hours support may be required occasionally

Core Competencies

Demonstrates expertise in providing technical support, troubleshooting end-user devices, and managing help desk operations. Proficient in Active Directory management, ticketing systems, and maintaining compliance with DOD security requirements.

Highest-signal resume keywords

• Active Directory Management
• Help Desk Support
• DOD 8570 IAT Level II Certification
• Ticketing Systems Experience
• Technical Documentation

Hard Skills

• Troubleshooting
• Configuration Management
• Operating System Support
• Cloud-Based Services
• Minor Hardware Repairs
• Service Packs and Updates
• End-User Device Support
• Application Software Maintenance
• Technical Process Documentation
• System Software Installation

Soft Skills

• Interpersonal Skills
• Communication Skills
• Team Player
• Problem Solving
• Attention to Detail

Certifications & Qualifications

• CompTIA Security+ CE
• DOD Interim Secret Clearance

Industry Keywords

• Help Desk
• Technical Support
• End-User Devices
• Government Compliance
• DOD Security Requirements

Tools & Technologies

• Microsoft Office 365
• Google Workspace
• SCCM
• Remedy
• ServiceNow
• ConnectWise
• Jira