IT Help Desk Customer Support Specialist

Canvas II, LLC.; Holloman (NM); On-site; USD 42,000 - 65,000; Full time

Job summary

Canvas II, LLC seeks an IT Help Desk specialist (Tier 1 - Unclassified) to respond to support requests via phone, email, in-person, or ticketing system. You will triage and route complex issues to the appropriate IT shop and assist with basic account management on unclassified networks.

You will image, configure, and onboard new computers, install software, and support printers and peripherals. Security clearance of Secret is required, with DoD 8570.01-M/8140 certification to maintain access.

Qualifications

• Bachelor's degree or equivalent per IM1/IM2/IM3 options.
• DoD 8570.01-M / 8140 baseline certification (e.g., Security+) required.
• Experience with unclassified networks and account management is desirable.

Responsibilities

• Respond to support requests via phone, email, in-person, or ticketing system.
• Triage and assign complex requests to the proper IT shop.
• Perform basic account management tasks on unclassified networks.

Skills

Customer support

Ticketing system

Communication skills

Password resets

Education

Bachelor's Degree in Business or related field

Tools

Active Directory

NIPRNet access

Printer setup/ troubleshooting

Job description

Job Duties and Responsibilities: IT Help Desk (Tier 1 - Unclassified) Customer Support and Communications Focal Point

• 1. Respond to customer-submitted support requests received via telephone, email, in-person appointments, or the official organization ticketing system.
• 2. Serve as a Communication Focal Point for receiving, triaging, and assigning complex support requests to the correct specialized IT shop.
• 3. Perform basic account management tasks on unclassified networks, including unlocking user accounts, resetting passwords, and verifying NIPRNet user credentials.

Hardware, Software, and Peripherals

• 1. Troubleshoot end-user computing hardware and software related issues across a variety of unclassified equipment and systems.
• 2. Image, configure, and onboard new computers to supported unclassified enclaves in compliance with Air Force Standard Desktop Configuration guidelines.
• 3. Install, configure, and troubleshoot approved software applications on unclassified end-user computing equipment.
• 4. Install, program, and troubleshoot network printers, multi-function printers, and scanners on the unclassified network.
• 5. Provide Common Access Card and Public Key Infrastructure support, including troubleshooting card readers, publishing unclassified certificates, and resolving middleware issues.

Asset, Lifecycle, and Warranty Management

• 1. Manage all warranty claims for covered equipment from cradle to grave, which includes communicating with vendors, troubleshooting, submitting Return Merchandise Authorizations, and scheduling support visits.
• 2. Assist IT Asset Management System account custodians with the proper preparation, sanitization, and turn-in of end-of-life equipment to Defense Logistics Agency Disposition Services.

Security and Compliance

• 1. Obtain and maintain DoD 8570.01-M / 8140 baseline certification requirements (such as Security+) necessary to maintain privileged NIPRnet account access.
• 2. Ensure all newly imaged and deployed systems meet established unclassified security compliance standards and physical asset labeling requirements before distribution.

Minimum Education:

• IM1 - Bachelor’s Degree in Business or related field OR substitution as described below.
• IM2 - Bachelor’s Degree in Business or related field OR substitution as described below.
• IM3 - Bachelor’s Degree in Business or related field OR substitution as described below.

Minimum Experience:

• IM1- 0 years of experience
• IM2- 0-3 years of experience
• IM3 -3-10 year of experience

Security Clearance:

• Must be able to obtain and maintain a Secret clearance

Canvas was founded by Jami Peyton in 2007 to deliver real-world engineering and technology solutions that strengthen national defense. Since then, we’ve been guided by technical excellence, operational insight, and a shared commitment to the warfighter. Teamwork drives everything we do, enabling close collaboration across programs, customers, and colleagues to solve complex challenges. Our work supports key national security priorities like missile defense, test and evaluation, digital transformation, and warfighter readiness. As an award-winning company built on integrity, agility, and innovation, Canvas continues to grow and deliver mission-critical solutions that support the future of national defense.