Help Desk Technician / Tier III Support

People, Technology & Processes, LLC; Norfolk (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

People, Technology & Processes, LLC, in Norfolk, VA, is seeking a Help Desk Technician / Tier III Support to provide advanced end-user support in a high-security DoD environment. The role requires Top Secret clearance and experience resolving complex hardware, VDI, and network issues to keep executive staff productive.

Responsibilities include handling AMC tickets, AD/VDI administration, change-control compliant updates, and contributing to SOPs and training materials.

Qualifications

• 4–6 years IT support experience, preferably in DoD or classified environments.
• Strong ability to resolve complex end-user issues related to hardware, VDI, networking, and software.
• Excellent customer service skills, including executive-level support.
• Familiar with ITSM tools (Remedy, ServiceNow) and COOP operations.

Responsibilities

• Troubleshoot and resolve complex issues escalated from Tier I/II, incl. network, VDI, domain auth, and apps.
• Process AMC tickets: endpoint provisioning, DHCP or static IP assignments, switch port activation, DNS/DHCP updates, and change logging.
• Provide concierge-level IT support for approx. 75 General Officers and VIP users, onsite or remote.
• Assist with AD/VDI account creation, unlocking, and access troubleshooting per security protocols.
• Document, assign, update, and close service requests in the approved ticketing system.
• Maintain troubleshooting guides, SOPs, and AMC process docs; contribute to training materials.
• Support IT continuity during COOP events, including prepositioning and site readiness.
• Monitor enclave tools, identify trends, and escalate to Network Engineers or Cybersecurity as needed.

Skills

End-user support

VIP support

Customer service

Troubleshooting

Communication

Education

Security+ Certification

ITIL Foundations

Tools

Remedy

ServiceNow

Active Directory

VDI

Job description

Description

PWS Title: Help Desk Technician / Tier III Support

Clearance Type: Top Secret

Contingent upon award*

Responsibilities

• Troubleshoot and resolve complex technical issues escalated from Tier I and Tier II. This includes problems related to network connectivity, virtual desktops (VDI), domain authentication, print services, and application access. Provide rapid and effective response to maintain user productivity.
• Process AMC tickets by performing endpoint provisioning, IP address assignment via DHCP or static configuration, switch port activation, DNS/DHCP updates, and port security validation. Ensure changes are logged, tested, and documented per change control policy.
• One FTE is designated to provide concierge-level IT support for approximately 75 General Officers and VIP users. This includes rapid response to service disruptions, proactive system checks, and discreet, onsite or remote assistance tailored to executive schedules.
• Assist with user account creation, disabling, unlocking, and access troubleshooting across Active Directory (AD), VDI, and other DISA-managed systems. Ensure changes are compliant with security protocols and properly authorized.
• Use the approved ticketing system to document, assign, update, and close service requests. Maintain professional, customer-focused communication throughout the ticket lifecycle to keep users informed of progress and resolution timelines.
• Maintain internal troubleshooting guides, resolution SOPs, and AMC process documentation. Contribute to the creation of job aids and training materials to improve Help Desk efficiency and reduce repeat incidents.
• Provide IT continuity support during Continuity of Operations (COOP) events, including prepositioning of equipment, alternate site readiness, and user migration assistance.
• Assist with enclave monitoring tools to track system health, identify trends, and elevate alerts to Network Engineers or Cybersecurity Technician as needed. Contribute to weekly and monthly performance summaries submitted to the Site Lead and Program Manager.

Qualifications

Required Qualifications:

• Minimum 4-6 years of IT support experience, preferably in DoD or classified environments.
• Ability to resolve complex end-user issues related to hardware, VDI, networking, and software systems.
• Strong customer service skills, particularly in supporting senior leadership and VIP personnel.
• Familiar with ITSM tools (e.g., Remedy, ServiceNow), AMC tasking, and COOP operations.
• Security+ Certifications and ITIL Foundations (preferred)