Mission-Critical IT Help Desk Specialist

Interactive Process Technology LLC; Bath Township (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

IPT Associates (IPTA) is seeking a Help Desk Specialist to provide frontline IT support at Wright-Patterson AFB. You will troubleshoot hardware, software, accounts, and remote access issues, ensuring timely resolutions and high customer satisfaction.

The role emphasizes ITIL-aligned incident and request fulfillment, knowledge-base development, and collaboration with security-compliant processes. Strong communication and problem-solving skills are essential.

Qualifications

• Bachelor's degree in information technology, computer science, cybersecurity, information systems, or a related field preferred.
• Demonstrated experience providing end-user or service-desk support for hardware, software, OS, accounts, and remote-access issues.
• Working knowledge of ITIL-aligned incident, problem, change, and request-fulfillment processes; ServiceNow experience preferred.
• Ability to troubleshoot systematically, document work, and meet SLA metrics; security clearance requirements apply.

Responsibilities

• Provide end-user support through a consolidated service desk using ITIL principles for incident management and request fulfillment.
• Receive, document, troubleshoot, and track incidents and service requests involving workstations, OS, applications, printers, and remote access.
• Monitor ticket queues and maintain accurate status and resolution records to meet service levels.
• Diagnose hardware, software, access, and connectivity issues; escalate as needed and ensure verified resolution.
• Create and manage user accounts, roles, permissions, and password-related requests.
• Install, configure, maintain, and troubleshoot operating systems, software, drivers, and peripherals; manage lifecycle and inventory.
• Support multifactor authentication enrollment, secure remote access, and access to resources per security requirements.
• Develop and maintain knowledge articles, FAQs, and user procedures to improve knowledge transfer.
• Provide user guidance and training; collect feedback to support process improvement initiatives.
• Support conference-room AV and video-conferencing equipment and related connectivity issues.
• Remain available during core hours with occasional after-hours or on-call support as assigned.

Skills

End-user support

ITIL processes

Troubleshooting

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Windows OS

VPN

Job description

IPT Associates (IPTA) is seeking a Help Desk Specialist to provide frontline IT support at Wright-Patterson AFB. You will troubleshoot hardware, software, accounts, and remote access issues, ensuring timely resolutions and high customer satisfaction.

The role emphasizes ITIL-aligned incident and request fulfillment, knowledge-base development, and collaboration with security-compliant processes. Strong communication and problem-solving skills are essential.