Help Desk Technician I (MCU)

AMERICAN SYSTEMS; Quantico (VA); On-site; USD 35,000 - 55,000; Full time

Job summary

AMERICAN SYSTEMS is hiring a Help Desk Technician I to deliver in-person, phone, and remote IT support to government end users. You will log incidents, troubleshoot AD accounts, OS issues, and cloud services, and work with SCCM on imaging and deployments.

The role requires US citizenship, interim secret/secret clearance, and at least 1 year of help desk experience, plus DoD 8570 IAT II certification at hire. Collaborative, security-minded team environment.

Qualifications

• Must be a U.S. citizen with interim secret or secret clearance.
• At least 1 year of help desk or desk-side tech support experience.
• Familiarity with Microsoft Office Outlook, Excel and Word.
• Experience with ticketing systems (Remedy, ServiceNow, ConnectWise, Jira).
• Proficient with Active Directory and Windows operating systems.
• Strong communication and teamwork abilities; detail-oriented; adaptable.

Responsibilities

• Log, troubleshoot, and close help desk tickets; provide status updates.
• Create, modify, maintain, and troubleshoot AD user accounts and systems.
• Resolve end-user device OS/app issues via phone, remote, or on-site support.
• Maintain device software, apply patches and security updates.
• Troubleshoot cloud services like Google Workspace or Office 365.
• Coordinate system image changes with the SCCM Image Team.
• Install and maintain client applications and baselines on devices.
• Perform minor hardware repairs and document changes.
• Create/update technical process documentation; assist change requests.
• May support MCU content management as needed.

Skills

US Citizenship

Clearance: Interim Secret / Secret

Help desk experience

Microsoft Office

Excellent communication

Team player

Problem solving

Attention to detail

Weekend/after-hours availability

Education

DOD 8570 IAT Level II certification (e.g., Security+ CE)

Tools

Remedy

ServiceNow

ConnectWise

Jira

Active Directory

Windows OS

Job description

• Location: US-VA-Quantico
• ID: 2026-5023
• Category: IT / Cyber Security / Network Systems
• Position Type: Full-Time
• Remote: No
• Clearance Required: Interim Secret

Overview

Now Hiring at AMERICAN SYSTEMS

Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.

Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.

Responsibilities

An Average Day: As Help Desk Technician I, you will create and troubleshoot tickets and provide in-person, over-the-phone, and remote technical support. This role offers a diverse mixture of resolving technical issues and customer interactions. Additionally in this position you will:

• Log all 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 user/client standard end user devices application and configuration problems via telephone assistance call, remote control, and at user locations, including but not limited to operating systems.
• Maintain and support end user device operating systems and application software.
• Apply configuration changes, service packs, patches, updates, and security fixes and virus definition to end user devices.
• Troubleshoot and resolve user issues with cloud-based services such as Google Workspace or Microsoft Office365.
• Perform troubleshooting to resolve software baseline applications and E-Mail 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 repair and replacements on government authorized computer systems.
• Create/update documentation for technical processes.
• Assist with installing/testing of system software or hardware configurations and coordinate the documentation of all hardware and software changes.
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests.
• Assist in the preparation of technical documentation and configuration of change requests.
• May assist with MCU content management responsibilities as needed.

Qualifications

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions.
• 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 is 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 like Remedy, ServiceNow, Connectwise, Jira, Etc.
• Experience with Active Directory, Windows devices and Windows Operating Systems (OS)
• Excellent interpersonal and communication skills (written and oral).
• 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 on occasion.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status