IT Help Desk Specialist

DEFCON AI, Inc.; McLean (VA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Flexible work environment

Parental leave (14 weeks)

Bonus and equity package

Job summary

DEFCON AI, Inc. is seeking an IT Help Desk Specialist to own day-to-day end user support in a Microsoft 365 environment with a focus on security and compliance. You will manage user accounts, assist executives, and contribute to a growing defense-focused IT team in McLean, VA.

Ideal candidates have 2+ years of help desk experience, strong written communication, and a customer-focused mindset. This on-site role offers a competitive salary, bonus, equity, and comprehensive 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.

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.
• Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support.
• 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.

Skills

Written communication

Customer focus

Multitasking

Problem solving

Tools

Microsoft 365

Entra ID

Zendesk

Intune

Job description

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
• Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support
• 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

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:

• 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-$80,000. 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in DEFCON AI’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.