IT Help Desk Customer Support Specialist

Canvas; Holloman (NM); On-site; USD 42,000 - 56,000; Full time

Job summary

Canvas is seeking an IT Help Desk Tier 1 professional to support unclassified networks at Holloman, NM. The role handles customer requests via multiple channels, triages complex tickets, and performs basic account tasks on unclassified systems.

Required DoD 8570.01-M/8140 baseline or equivalent certification, ability to obtain Secret clearance, and 0–10 years IT support experience. On-site, structured environment with asset management and security compliance duties.

Qualifications

• Bachelor’s Degree in Business or related field.
• DoD 8570.01-M / 8140 baseline certification (Security+).
• Ability to obtain and maintain a Secret clearance.
• 0–10 years of related IT support experience.

Responsibilities

• Respond to customer-submitted support requests via telephone, email, in-person appointments, or the official organization ticketing system.
• Serve as a Communication Focal Point for triaging and assigning complex support requests to the correct specialized IT shop.
• Perform basic account management tasks on unclassified networks (unlock accounts, reset passwords, verify credentials).
• Troubleshoot end-user computing hardware and software across unclassified equipment.
• Image, configure, and onboard new computers to unclassified enclaves per Air Force standards.
• Install, configure, and troubleshoot approved software applications on unclassified end-user computing equipment.
• Install, program, and troubleshoot network printers, MFPs, and scanners on the unclassified network.
• Provide CAC and PKI support, including card readers, certificates, and middleware issues.
• Manage warranty claims cradle-to-grave and coordinate with vendors.
• Assist IT Asset Management with end-of-life equipment sanitization and turn-in to DLA Disposition Services.
• Ensure all imaged systems meet unclassified security standards and labeling requirements.

Skills

Customer support

Troubleshooting

Communication

Account management

Education

Bachelor's Degree in Business or related field

IM2 - Bachelor’s Degree in Business or related field (substitution)

IM3 - Bachelor’s Degree in Business or related field (substitution)

Job description

Job Duties and Responsibilities: IT Help Desk (Tier 1 - Unclassified)

Customer Support and Communications Focal Point

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

Hardware, Software, and Peripherals

• Troubleshoot end-user computing hardware and software related issues across a variety of unclassified equipment and systems.
• Image, configure, and onboard new computers to supported unclassified enclaves in compliance with Air Force Standard Desktop Configuration guidelines.
• Install, configure, and troubleshoot approved software applications on unclassified end-user computing equipment.
• Install, program, and troubleshoot network printers, multi-function printers, and scanners on the unclassified network.
• 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

• 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.
• 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

• Obtain and maintain DoD 8570.01-M / 8140 baseline certification requirements (such as Security+) necessary to maintain privileged NIPRnet account access.
• 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