Mission-Critical Help Desk Specialist (Tier I/II) — DoD Clearance

Chenega MIOS; Hurlburt Field (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Chenega MIOS is seeking a Help Desk Specialist at Hulburt Field, FL to deliver Tier I/II technical support for the C2MS enterprise. You will handle hardware, software, account access, network, and mission application issues, ensuring timely resolution to sustain mission operations.

The role requires a DoD Secret clearance, 2 years of IT help desk experience, and familiarity with Windows, Microsoft 365, and enterprise software.

Qualifications

• High school diploma or equivalent.
• 2 years of experience providing IT help desk or desktop support services OR equivalent training/education.
• CompTIA Security CE certification
• Secret clearance and ability to maintain a DoD Secret security clearance.

Responsibilities

• Provide Tier I and Tier II technical support to C2MS users via phone, email, ticketing system, and in-person assistance.
• Receive, document, track, and resolve service requests and incident tickets within established service level objectives (SLOs).
• Troubleshoot workstation, laptop, peripheral, operating system, and application issues.
• Support Microsoft Windows operating systems, Microsoft 365 applications, and approved enterprise software.
• Assist users with account management activities, including password resets, account unlocks, and access requests.
• Escalate complex technical issues to system administrators, cybersecurity personnel, software developers, or engineering teams as required.
• Maintain accurate ticket documentation, troubleshooting notes, and resolution records.
• Monitor help desk queues and ensure timely follow-up with customers.
• Assist with software deployments, workstation imaging, and system updates.
• Support inventory management, hardware accountability, and asset tracking activities.
• Develop and maintain user guides, knowledge base articles, and standard operating procedures.
• Participate in after-hours, on-call, or surge support activities when required.
• Ensure compliance with DoD, Air Force, AFSOC, and program-specific cybersecurity policies and procedures
• Other duties as assigned

Skills

Customer service

Communication

Problem solving

Teamwork

Time management

Education

High school diploma or equivalent

Tools

ServiceNow

MECM/SCCM

Intune

Job description

Chenega MIOS is seeking a Help Desk Specialist at Hulburt Field, FL to deliver Tier I/II technical support for the C2MS enterprise. You will handle hardware, software, account access, network, and mission application issues, ensuring timely resolution to sustain mission operations.

The role requires a DoD Secret clearance, 2 years of IT help desk experience, and familiarity with Windows, Microsoft 365, and enterprise software.