Helpdesk Administrator (Digital Ecosystem)

PMAT; San Diego (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

PMAT is seeking a Helpdesk Administrator in San Diego to provide day-to-day IT operations and end-user support across enterprise environments.

You will collaborate with system administrators, cybersecurity engineers, and program stakeholders to ensure reliable, secure, and responsive IT service. The role emphasizes strong customer service, documentation, ticketing, and rapid problem-solving in a defense-related setting.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Experience providing helpdesk or IT support.
• Strong customer service and communication skills.
• Familiarity with Active Directory and account administration.
• Ability to work in a fast-moving government/defense environment.

Responsibilities

• Provide helpdesk and end-user support by responding to technical issues, troubleshooting user problems, documenting resolutions, and escalating complex issues when needed.
• Support workstation, laptop, peripheral, printer, mobile device, and software troubleshooting and maintenance.
• Assist with user account administration including account creation, access requests, password resets, group membership updates, and permissions changes.
• Manage and update support tickets, track status, and document actions and final resolutions clearly.
• Support patching, software updates, endpoint configuration, inventory tracking, and license management tasks.
• Assist with cybersecurity and compliance activities including vulnerability remediation and endpoint security checks.
• Coordinate with system admins, cyber engineers, and end users to resolve issues and communicate status.
• Maintain technical documentation and knowledge base to improve helpdesk efficiency.

Skills

Helpdesk support

Windows troubleshooting

Account management

Ticketing systems

Cybersecurity basics

Customer service

Communication skills

Documentation

Collaboration

Education

Bachelor’s Degree or Equivalent Experience

Tools

Jira

ServiceNow

Remedy

Microsoft Teams

SharePoint

M365

Job description

At PMAT, we work on mission critical systems that directly support the warfighter, designing, building, and securing modern digital capabilities across cloud, data, and software environments. Our teams tackle complex, real-world challenges where delivery matters more than theory, and innovation is driven by curiosity, collaboration, and purpose.

In this role, you’ll contribute to Naval Operational Architecture (NOA), working alongside engineers and operators to deliver resilient, forward-leaning solutions in support of national defense.

About the role: PMAT is seeking a motivated Helpdesk Administrator to support day-to-day IT operations, end-user support, account management, system troubleshooting, and technical issue resolution across enterprise and mission-focused environments. This role will work alongside system administrators, cybersecurity engineers, infrastructure personnel, and program stakeholders to help maintain reliable, secure, and responsive IT support for users and technical teams. The candidate will assist with hardware and software troubleshooting, workstation support, access requests, ticket tracking, documentation, vulnerability remediation support, and general system administration activities. The role requires strong customer service, organization, communication, and problem-solving skills, along with the ability to learn quickly in a dynamic government and defense-related technical environment.

Responsibilities:

• Provide helpdesk and end-user support by responding to technical issues, troubleshooting user problems, documenting resolutions, and escalating complex issues to system administrators, cybersecurity engineers, or other technical teams as needed.
• Support workstation, laptop, peripheral, printer, mobile device, and software troubleshooting by assisting with installation, configuration, updates, connectivity, and general maintenance activities.
• Assist with user account administration by supporting account creation, access requests, password resets, group membership updates, permissions changes, and access control coordination in accordance with approved processes.
• Support ticket management activities by creating, updating, tracking, prioritizing, and closing support tickets while maintaining clear documentation of user issues, actions taken, and final resolutions.
• Assist with system administration tasks by supporting patching, software updates, endpoint configuration, inventory tracking, license tracking, hardware refresh planning, and End-of-Life documentation.
• Support cybersecurity and compliance activities by assisting with vulnerability remediation, endpoint security checks, system hardening actions, security awareness, and documentation needed to maintain secure operating environments.
• Coordinate with system administrators, cyber engineers, infrastructure teams, and end users to resolve technical issues, communicate status, and ensure support actions are completed in a timely and organized manner.
• Maintain accurate technical documentation, troubleshooting procedures, user guides, asset records, and knowledge base articles to improve helpdesk efficiency and support continuity across the team.

About Us: PMAT is an innovative small business founded with a passion for developing forward-leaning solutions from exceptional people that increase the mission’s capability. We focus on designing and building impactful digital solutions that utilize modern cloud, data, and software concepts. Our passion is working on complex and progressive challenges such as edge platform computing, containerizing legacy platforms, distributed data platforms, or heterogeneous data analysis.

We recruit, retain, and foster a team motivated to pursue passions, investigate new ways of doing things, and embody an innovative and entrepreneurial spirit. We believe in being curious about every element of a problem and experiment relentlessly. We foster continuous learning in an environment that encourages positive collaboration and expands our capabilities. We tap into collective intelligence, acknowledging that the most brilliant people may not be in the room. Above all else, we believe that delivering and demonstrating is more potent than a sheet of paper. We are passionate about mission-centric design and delivering effective capabilities to and for the warfighter.

Whether you’re an experienced engineer or just beginning your career, you’ll work alongside experts who are committed to solving mission-critical problems.

Required Skills and Experience:

• Experience providing helpdesk support, IT support, desktop support, systems support, customer technical support, or related technical assistance.
• Experience troubleshooting Windows workstations, common software applications, user accounts, network connectivity, peripherals, printers, or endpoint devices.
• Basic understanding of user account administration, access management, password resets, permissions, Active Directory concepts, or similar identity management processes.
• Familiarity with ticketing systems, issue tracking, service desk workflows, documentation practices, or helpdesk escalation processes.
• Basic understanding of cybersecurity, endpoint security, patching, secure configuration, vulnerability remediation, and safe handling of user or system access.
• Strong problem-solving, organization, time management, and customer service skills in a fast-moving technical support environment.
• Strong written and verbal communication skills with the ability to explain technical issues clearly to users, administrators, cybersecurity personnel, and program stakeholders.
• Ability to work effectively as part of a collaborative technical team while learning new systems, tools, processes, and security requirements.

Preferred Skills and Experience:

• Experience supporting government, Navy, military, Department of War, or other compliance-driven IT environments.
• Experience using enterprise ticketing or collaboration tools such as Jira, ServiceNow, Remedy, Microsoft Teams, SharePoint, M365, or similar platforms.
• Familiarity with Windows Server, Linux command line, virtualization, VPNs, remote desktop tools, endpoint management tools, or enterprise monitoring platforms.
• Familiarity with Microsoft 365, Azure, Intune, Active Directory, Group Policy, GCC High, or similar enterprise services.
• Familiarity with cybersecurity tools and processes such as vulnerability scanning, ACAS, Nessus, endpoint security tools, HBSS, patch tracking, or remediation documentation.
• Experience assisting with hardware and software inventories, license tracking, asset management, imaging, workstation deployment, or hardware refresh activities.
• Familiarity with basic networking concepts such as TCP/IP, DNS, DHCP, VPNs, ports, firewalls, routing, and network troubleshooting.
• Interest in growing into system administration, cybersecurity engineering, cloud infrastructure, tactical systems support, or other technical infrastructure roles.

Education and Certification Requirements:

• Bachelor’s Degree or Equivalent Experience

• Current Security+ Certificate a plus

Citizenship and Clearance Requirements:

• U.S. Citizenship required

• No dual citizenship

• SECRET security clearance required

• TS/SCI Eligible security clearance a plus

Location/Address:

• 100% On-site
• San Diego, CA, NAVWAR

Travel & Passport: 5%, CONUS and OCONUS

Work Environment: PMAT offices as needed. In some cases, work in a government facility may be required. Travel may be required for customer engagement, team coordination, and potentially for business development.

PMAT is an equal-opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.