Mid-Level Help Desk Technician

Absolute Business Solutions Corp (ABSC); Maryland; On-site; USD 60,000 - 102,000; Full time

Benefits offered by this job

Generous PTO

11 Federal Holidays

401k match

Wellness allowance

Education funds

Volunteer PTO

Charitable match

Referral program

LOV awards

Job summary

ABSC, Absolute Business Solutions Corp, seeks a Mid-Level Help Desk Technician to support the AFNCR ITS-2 program at Joint Base Andrews. The role centers on incident triage, coordinating rapid response with technical teams, and clear communication with government leadership during outages.

This is an on-site position with a mandatory 30-day day-shift training period and a Secret clearance. Responsibilities include proactive incident assessment, conference bridges, and documenting findings.

Qualifications

• Active Secret security clearance.
• Current CompTIA Security+ certification.
• At least two years of professional experience supporting a Department of Defense environment.
• Foundational understanding of network equipment, architecture, and capabilities.
• Knowledge of Windows OS, email systems, networking standards, desktop apps, printers, and PC hardware/software.
• Experience supporting users through a help desk or similar environment.
• Strong written and verbal communication skills.
• Ability to brief stakeholders and explain complex technical situations clearly and concisely.
• Customer-service oriented and professional demeanor.
• Ability to multitask and prioritize in a fast-paced environment.
• Onsite work at Joint Base Andrews with Tuesday–Saturday swing shift.
• Must complete the 30-day day-shift training period.

Responsibilities

• Identify, assess, and classify major IT incidents from AFNCR work centers and tools.
• Serve as primary triage contact for new issues.
• Coordinate rapid response with internal and external teams.
• Facilitate troubleshooting conference bridges during incidents.
• Maintain clear communication with stakeholders through the incident lifecycle.
• Track incident status, impact, and resolution progress.
• Distribute critical information via government channels.
• Lead investigation and resolve activities from start to finish.
• Support root-cause analysis with problem-management.
• Provide phone and in-person support for email, Windows apps, printers, and hardware.
• Document incident activity, findings, decisions, and resolutions.
• Explain complex issues to technical and nontechnical audiences.
• Work effectively under pressure while managing priorities.

Skills

Communication skills

Customer service

Multitasking

Incident triage

Education

Associate degree or certificate

Bachelor's degree

No degree alternative

Tools

Windows OS

Desktop applications

Job description

Absolute Business Solutions Corp (ABSC) is not just another tech company. Were a community of innovators, engineers, analysts and business professionals working together with our customers to tackle the most complex national security challenges. For more than 20 years weve supported critical Department of Defense (DoD), Intelligence Community (IC), Federal Civilian missions and global, multi-national corporations. We specialize in supporting our clients in the Intelligence, Technology, Defense, AI/ML, and Data Science fields. As we continue to grow at a rapid pace, we need some amazing new professionals to join our team.

ABSC is seeking a Mid-Level Help Desk Technician to support the Air Force National Capital Region Information Technology Services program (AFNCR ITS-2) at Joint Base Andrews. The Mid-Level Help Desk Technician serves as a central point of coordination during significant IT incidents affecting AFNCR users and operations. The successful candidate will identify and assess emerging incidents, engage the appropriate technical teams, coordinate troubleshooting activities, and maintain clear communication with government leadership and other stakeholders through resolution. This position requires sound technical judgment, strong communication skills, and the ability to remain organized and decisive in a fast-paced operational environment.

Schedule and Training Requirements

The regular work schedule is 2:00 p.m.10:30 p.m., Tuesday through Saturday.

Before transitioning to the assigned swing shift, the selected candidate must complete a mandatory 30-day, onsite training period from 7:00 a.m.3:30 p.m., Monday through Friday.

Candidates must be able to support both the initial training schedule and the permanent swing-shift schedule.

Work Location:

The position is full-time on-site at Joint Base Andrews (JBA) with ad-hoc telework based on mission requirements and prior client approval.

Security Clearance:

An active Secret security clearance or higher is required for this role.

Responsibilities

• Proactively identify, assess, and classify major IT incidents and events using information from AFNCR work centers, monitoring tools, and technical teams.
• Serve as the primary point of contact for triaging newly identified issues.
• Coordinate rapid response efforts by engaging the appropriate internal and external technical resolution teams.
• Establish and facilitate troubleshooting conference bridges during active incidents.
• Maintain clear, accurate, and timely communication with technical teams, stakeholders, and government leadership throughout the incident lifecycle.
• Track incident status, operational impact, response activities, and resolution progress.
• Maintain situational awareness and distribute critical information through established government communication and command channels.
• Drive incident investigation and resolution activities from initial identification through closure.
• Collaborate with problem-management personnel to support root-cause analysis and track corrective actions.
• Provide phone and in-person technical support for email, directories, standard Windows desktop applications, printers, PC hardware and software, and contract-supported applications.
• Document incident activity, technical findings, decisions, status updates, and final resolution information.
• Communicate complex technical issues clearly to both technical and nontechnical audiences.
• Perform effectively under pressure while managing multiple priorities and active incidents.

Requirements

Education and Years of Experience

Candidates must meet one of the following combinations:

• Associate degree or applicable accredited training certificate: Minimum of five years of relevant experience, including at least three years of specialized experience.
• Bachelors degree: Minimum of four years of relevant experience, including at least two years of specialized experience.
• No degree: Minimum of eight years of relevant experience, including at least six years of specialized experience.

Qualifying degrees may be in computer science, computer systems, information systems, information technology, engineering, engineering technology, software engineering, programming, management, natural sciences, social sciences, mathematics, business, finance, or a closely related discipline.

Specialized experience includes work with PC operating systems, Windows environments, networking and email standards, and help-desk operations. General experience may include information-systems development, client/server environments, or closely related technical fields.

Required Qualifications

• Active Secret security clearance.
• Current CompTIA Security+ certification.
• At least two years of professional experience supporting a Department of Defense environment.
• Foundational understanding of network equipment, network architecture, and network capabilities.
• Knowledge of Windows operating systems, email systems, networking standards, desktop applications, printers, and PC hardware and software.
• Demonstrated experience supporting users through a help desk or comparable technical-support environment.
• Exceptional written and verbal communication skills.
• Ability to brief stakeholders and explain complex technical situations clearly and concisely.
• Strong customer-service orientation and professional demeanor.
• Demonstrated ability to multitask, prioritize competing requirements, and make sound decisions in a fast-paced operational environment.
• Ability to work onsite at Joint Base Andrews and support the required TuesdaySaturday swing shift.
• Ability to complete the mandatory 30-day, MondayFriday day-shift training period.

Salary

Salary is commensurate with education, experience, knowledge, skills, abilities, and qualifications. The anticipated salary range for this requisition is $60k-$102k annually. The salary range represents the anticipated compensation range for this position and is not a guarantee of compensation or an offer amount. The actual salary offered will depend on a variety of factors, including, but not limited to, the responsibilities of the position, relevant education and certifications, years and depth of experience, specialized technical expertise, security clearance, knowledge, skills and abilities, internal equity, alignment with applicable market data, contractual labor category requirements, applicable bargaining agreements (if any), and other applicable laws or requirements.

Who we are:

ABSC is a technology and services company that combines the agility of a small business with proven processes refined over more than two decades in business. We specialize in supporting public sector clients in the Intelligence, Defense, Health, and Safety areas. Our team stands ready to deliver the next generation of programs, personnel, and solutions to help advance our federal government customers driving innovation, agility, and security across all mission areas.

Some of our benefits include:

• Generous PTO plus 11 Federal Holidays
• Retirement Planning 401k Fully Vested with Match
• Annual Health and Wellness Allowance buy an Apple Watch, a treadmill, or hit the gym on us
• Career Development Annual Funds to spend on Education and Training (including AI tools and subscriptions)
• Volunteer Time Off Annually, all employees can spend 8 hours directly supporting a charity of choice
• Charitable Match ABSC matches an employees donation to a qualifying charity
• Referral Program We pay for internal and external referrals!
• LOV Awards Earn bonus awards throughout the year from our Living Our Values awards program

ABSC is a proud V3, Virginia Values Vets, member which recognizes our commitment to hiring Veterans. If you are a veteran, please be sure to include that in your application.

Equal Opportunity Employer, including veterans and individuals with disabilities.