Intermediate Help Desk Technician

C3EL; American Samoa; On-site; USD 60,000 - 80,000; Full time

Job summary

A technology solutions company is seeking an Intermediate Help Desk Technician to provide IT support in American Samoa. The role involves troubleshooting technical issues across classified networks, ensuring adherence to SLAs, and requires an active Secret clearance and relevant certifications. Candidates should have 5–7 years of IT support experience, particularly with Altiris and Active Directory administration. This position is ideal for a customer-oriented professional looking to work on-site in a critical support role.

Qualifications

• 5–7 years of experience providing IT support services in mixed environments.
• An active, in-scope US Government issued Secret clearance.
• Current DoD-8570 IAT Level 1 baseline certification (Net+ CE or equivalent).

Responsibilities

• Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
• Troubleshoot and resolve issues with hardware, software, and mobile devices.
• Manage and track incidents through ticketing systems.

Skills

Technical support

Troubleshooting hardware

Troubleshooting software

Customer service

Active Directory administration

Networking fundamentals

Education

High School diploma or equivalent

Tools

Altiris Help Desk

Altiris Deployment Solution (DS)

SCCM

Job description

Job Title: Intermediate Help Desk Technician

Security Clearance: Secret

Location: American Samoa

(Due to the nature of the work and contract requirements, U.S. Citizenship is required.)

Description:

C3EL is seeking a cleared Intermediate Help Desk Technician to join our on-site team in American Samoa. This position provides comprehensive IT support across classified and unclassified networks, including desktop, network, and video teleconferencing (VTC) systems. The technician will troubleshoot and resolve technical issues, perform imaging and software deployments, maintain ticket records, and ensure timely resolution in accordance with established Service Level Agreements (SLAs).

Responsibilities

• Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
• Troubleshoot and resolve issues related to hardware, software, servers, mobile devices, and A/V equipment.
• Manage and track incidents through Altiris Help Desk and Remedy ticketing systems.
• Perform system imaging and OS deployment using Altiris Deployment Solution (DS) or SCCM.
• Administer and maintain Active Directory accounts, permissions, and group policies.
• Support and troubleshoot network connectivity and configuration issues.
• Escalate complex issues to Tier III support or system engineers as needed.
• Ensure all service requests are completed within established SLAs and documented properly.
• Provide courteous, professional customer service in all end-user interactions.

Minimum Qualifications

• An active, in-scope US Government issued Secret clearance.
• Current DoD-8570 IAT Level 1 baseline certification (Net+ CE, or equivalent).
• 5–7 years of experience providing IT support services, troubleshooting both hardware and software in mixed environments.
• Demonstrated experience supporting:
  • Workstations and laptops across SIPR, NIPR, CENTRIX, and STAMIS networks.
  • Active Directory administration and user support.
  • OS delivery methods such as Altiris Deployment Solution (DS) and SCCM.
  • Help Desk ticket tracking systems (Altiris Help Desk, Remedy).
  • VTC/Networking fundamentals and troubleshooting.

Preferred Qualifications

• Experience providing IT Tiered Support Services within DISA, USARPAC, or USARC environments.
• Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery.

Education

• A minimum of a High School diploma or equivalent is required.