IT Support Tech: Windows/Office 365, Ticket Triage, Secret Clearance

Engenix, Inc; Newport News (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Engenix, Inc. in Newport News, VA is seeking an IT Helpdesk Specialist to handle calls from a wide range of users, validate and triage incidents, and manage ticketing workflows.

You will provide front-line support for Windows/Office 365, printers, and networked devices, with responsibility for first contact resolution and escalation as needed. The role requires Security+ CE with IAT Level II and an active Secret clearance, plus US citizenship and background checks.

Qualifications

• Must have active DoD SECRET eligibility or ability to obtain.
• Security+ certification and IAT Level II grounding required.
• Experience delivering frontline IT support in a government or defense context.

Responsibilities

• Handle calls from students to VIPs, triaging incidents and requests.
• Answer, validate, and triage incoming phone-in incidents and requests.
• Process and triage incidents from the ticketing system.
• Review and validate ticket information and routing.
• Escalate tickets to appropriate support teams and pursue FCR.
• Provide technical information and initial troubleshooting for standard IT assets.
• Support non-standard devices with best-effort guidance.
• Configure, setup, maintain, and troubleshoot client computer systems, hardware, and software.
• Troubleshoot Windows OS and Office 365 across laptops, desktops, and mobile devices.
• Provide printer and MFP support; image devices using PXE for new/current equipment.

Skills

Technical support

Windows OS

Office 365

Ticketing systems

Education

Security+ CE Certification (IAT Level II)

Active Secret Clearance

Job description

Engenix, Inc. in Newport News, VA is seeking an IT Helpdesk Specialist to handle calls from a wide range of users, validate and triage incidents, and manage ticketing workflows.

You will provide front-line support for Windows/Office 365, printers, and networked devices, with responsibility for first contact resolution and escalation as needed. The role requires Security+ CE with IAT Level II and an active Secret clearance, plus US citizenship and background checks.