IT Help Desk Specialist

DEFCON AI; Illinois; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Fully remote work environment

Competitive salary, bonus, and equity

Health insurance (medical, dental, and

Unlimited PTO

Flexible work environment

14 weeks of fully-paid parental leave

Job summary

DEFCON AI, Inc. is looking for an IT Help Desk Specialist to own day-to-day end user support in a fast-growing, defense-focused company of 70+ employees. You will be the first point of contact for IT requests, manage user accounts in Entra ID, and help build our self-service knowledge base.

Work in a Microsoft 365 environment with strong emphasis on security and compliance. This fully remote role offers a competitive compensation package and comprehensive health benefits.

Qualifications

• 2+ years of help desk or desktop support experience.
• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
• Working knowledge of Windows and macOS troubleshooting.
• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management.
• Strong written communication skills, with the ability to write clear end user documentation.
• Customer-focused approach and the ability to manage multiple requests at once.
• U.S. Citizenship Required.

Responsibilities

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels.
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment.
• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications.
• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal.
• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides.
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform.
• Reset passwords and support MFA enrollment and sign-in issues.
• Maintain accurate asset and license records.
• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly.
• Identify recurring issues and recommend process or tooling improvements.

Tools

Zendesk

ServiceNow

Jira Service Management

Microsoft Intune

NinjaOne

Conditional Access

Job description

ABOUT DEFCON AI

RESILIENCE IN THE FACE OF DISRUPTION. DEFCON AI is an insights company that leverages artificial intelligence, mathematical optimization, data analytics, and software engineering for resilient optimization of complex systems.
In today’s dynamically changing world, DEFCON AI’s technology aligns outcomes with operational goals, better decision making, and empowers customers to anticipate assess, and mitigate the impacts of disruptions.

About the Role

We are seeking an IT Help Desk Specialist to own day-to-day end user support for a fast-growing, defense-focused organization of 70+ employees. This role is the first point of contact for IT requests, manages the user account lifecycle, and builds out our self-service Knowledge Base. You will work in a Microsoft 365 environment with a strong emphasis on security and compliance.

This is an ideal opportunity for someone who enjoys being the go-to problem solver, takes pride in delivering excellent employee support, and wants exposure to a security-conscious defense-tech environment.

Key Responsibilities

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment
• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications
• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal
• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform
• Reset passwords and support MFA enrollment and sign-in issues
• Maintain accurate asset and license records
• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly
• Identify recurring issues and recommend process or tooling improvements

Required Qualifications

• 2+ years of help desk or desktop support experience
• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses
• Working knowledge of Windows and macOS troubleshooting
• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management
• Strong written communication skills, with the ability to write clear end user documentation
• Customer-focused approach and the ability to manage multiple requests at once
• U.S. Citizenship Required

Preferred Qualifications

• Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne
• Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks
• Experience supporting a defense contractor or other regulated environment
• CompTIA A+, Security+, or Microsoft 365 certifications (e.g., MD-102, MS-900)
• Ability to obtain and maintain a U.S. security clearance

What We Offer:

• A fully remote work environment
• Competitive salary, bonus, and equity package
• 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family
• Unlimited PTO, with your manager’s approval
• Flexible work environment where you manage your work day
• 14 weeks of fully-paid parental leave

Salary Range: $65,000-$75,000. This represents the typical salary range for this position based on experience, skills, and other factors.

We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.