IT Helpdesk Technician — Secure On-Site Support

Ontic; Creedmoor (NC); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Comprehensive medical insurance

4% 401K match

Annual bonus program

9/80 schedule

Paid volunteering opportunities

Mental health champions

Job summary

Ontic in Creedmoor, NC is seeking an experienced IT Helpdesk Support Technician. The role provides frontline Tier 1/2 IT support in a secure, regulated environment and reports to the Director of IT. On-site work within secure facilities, supporting Windows, Microsoft 365, and defense software.

Ideal candidates are US citizens or residents with IT/CS/Cybersecurity degrees, strong documentation, and a proactive, organized mindset. On-call rotation may be required.

Qualifications

• Must be a US citizen or legal resident.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related field (or equivalent experience).
• Computer troubleshooting and application/user support.
• Strong problem-solving and analytical skills; ability to manage multiple projects.
• Communicate effectively with all levels of management and staff, both technical and non-technical users.
• Must be a self-starter with strong organizational skills.
• Foundational knowledge of Windows operating systems and hardware troubleshooting.
• Strong awareness of cybersecurity best practices.
• Excellent documentation and communication skills.
• Ability to follow strict policies and procedures.
• Potential participation in on-call rotation.

Responsibilities

• Provide outstanding customer service Tier 1 and Tier 2 technical support for desktops, laptops, ruggedized systems, and peripheral devices in secure environments.
• Maintain, update records, and tickets using ServiceDesk.
• Troubleshoot hardware, software, and network connectivity issues in compliance with IT security policies.
• Install, configure, and maintain Windows-based systems in accordance with cybersecurity and regulatory requirements.
• Support Microsoft 365 (or secure enterprise equivalents), engineering applications, and specialized defense software.
• Assist with user account provisioning, access controls, and Active Directory management.
• Maintain system documentation in accordance with ITAR, NIST, CMMC, or other applicable compliance frameworks.
• Deploy and support systems within classified or controlled-access environments (as permitted by clearance level).
• Perform patch management, antivirus updates, and endpoint security monitoring.
• Escalate incidents following established incident response and security procedures.
• Support audits and compliance checks by maintaining accurate technical records.

Skills

Customer service

Tier 1/2 support

Communication skills

Problem-solving

Windows troubleshooting

Security awareness

Documentation

On-call rotation

Education

Associate’s or Bachelor’s degree in IT / CS / Cybersecurity

Tools

ServiceDesk

Active Directory

Microsoft 365

Job description

Ontic in Creedmoor, NC is seeking an experienced IT Helpdesk Support Technician. The role provides frontline Tier 1/2 IT support in a secure, regulated environment and reports to the Director of IT. On-site work within secure facilities, supporting Windows, Microsoft 365, and defense software.

Ideal candidates are US citizens or residents with IT/CS/Cybersecurity degrees, strong documentation, and a proactive, organized mindset. On-call rotation may be required.