IT Help Desk Customer Support Specialist

Canvas, Inc.; New Mexico; Hybrid; USD 48,000 - 62,000; Full time

Job summary

Holloman AFB IT Help Desk is seeking a Customer Support Specialist to act as the front line for user assistance across telephone, email, and in-person channels. You will triage requests, manage unclassified accounts, and support CAC/PKI while ensuring compliance with security standards on DoD networks.

Responsibilities include imaging and onboarding new machines, troubleshooting hardware/software, and coordinating with vendors for warranty and asset disposition.

Qualifications

• Bachelor’s Degree in Business or related field or substitution as described below.
• Bachelor’s Degree in Business or related field or substitution as described below.
• Bachelor’s Degree in Business or related field or substitution as described below.

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 requests to the correct IT shop.
• Perform basic account management on unclassified networks (unlock accounts, reset passwords, verify credentials).
• Troubleshoot end-user computing hardware and software on unclassified equipment.
• Image, configure, and onboard new computers to unclassified enclaves per Air Force guidelines.
• Install, configure, and troubleshoot software on unclassified end-user devices.
• Install and troubleshoot network printers, MFPs, and scanners on the unclassified network.
• Provide CAC and PKI support, including card readers, certificate publishing, and middleware issues.
• Manage warranty claims cradle-to-grave with vendors, RMAs, and scheduling visits.
• Assist IT Asset Management with sanitization and turn-in of end-of-life equipment.
• Obtain and maintain DoD 8570.01-M / 8140 baseline certs (Security+).
• Ensure imaging and deployment meet security standards and labeling requirements.

Skills

Customer support

Communication

Ticketing system

Account management

Unclassified IT environment

Education

Bachelor’s degree in Business or related field

Job description

## IT Help Desk Customer Support SpecialistApply: Holloman AFB, NM: Full time: Posted 4 Days Ago: JR100799Job Duties and Responsibilities: IT Help Desk (Tier 1 - Unclassified) Customer Support and Communications Focal Point1. 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 experienceIM2- 0-3 years of experienceIM3 -3-10 year of experience**Security Clearance:**Must be able to obtain and maintain a Secret clearance