Help Desk Technician / Tier III Support

People Technology And Processes; Norfolk (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

People Technology And Processes in Norfolk, VA is seeking a Help Desk Technician / Tier III Support to join our classified program. This role requires Top Secret clearance and contingents upon award. You will handle escalations from Tier I/II, manage user accounts, and provide rapid support to keep U.S.

government personnel productive. The position emphasizes security compliance, ITSM tooling, and executive support for VIP users, with responsibilities across AD, VDI, DHCP, DNS, and COOP

Qualifications

• 4–6 years 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.
• Familiarity with ITSM tools (Remedy, ServiceNow), AMC tasking, and COOP operations.
• Security+ Certifications and ITIL Foundations (preferred).

Responsibilities

• Troubleshoot and resolve complex issues from Tier I/II, including network, VDI, domain authentication, and application access.
• Process AMC tickets by endpoint provisioning, IP assignment via DHCP or static configuration, switch port activation, DNS/DHCP updates, and port security validation.
• Provide concierge IT support for approximately 75 General Officers and VIP users, including rapid response and discreet onsite or remote assistance.
• Assist with user account creation, disabling, unlocking, and access troubleshooting across Active Directory (AD), VDI, and DISA-managed systems.
• Document, assign, update, and close tickets using the approved ticketing system with professional communication throughout the lifecycle.
• Maintain internal troubleshooting guides, resolution SOPs, and AMC process documentation; contribute to training materials.
• Provide IT continuity support during COOP events, including prepositioning of equipment and alternate site readiness.
• Assist with enclave monitoring tools to track system health, identify trends, and elevate alerts as needed.

Skills

Active Directory

VDI

Network troubleshooting

Customer service

ITSM tools

Tools

Remedy

ServiceNow

Job description

Job Details: Norfolk, VA 23551. 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, including 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.
• Provide concierge‑level IT support for approximately 75 General Officers and VIP users, including 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 while maintaining professional, customer‑focused communication throughout the ticket lifecycle.
• 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

• 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.
• Familiarity with ITSM tools (e.g., Remedy, ServiceNow), AMC tasking, and COOP operations.
• Security+ Certifications and ITIL Foundations (preferred).