Remote Help Desk Lead for DoD IT Support (Secret Clearance)

Itility LLC; United States; Remote; USD 85,000 - 100,000; Full time

Job summary

ITility is hiring a Help Desk Specialist to support the Defense Logistics Agency program. This remote role operates on Eastern Time and offers a salary range of $85,000 to $100,000 annually.

The candidate will troubleshoot, diagnose, and resolve issues within a DoD environment while coordinating with multiple offices and providing SOP training. The position requires an active Secret Clearance, two years of Tier II support experience, and strong hardware/software knowledge.

Qualifications

• Active Secret Clearance required.
• Minimum 2 years of Tier II support experience in a DoW/DoD environment.
• Experience with computer hardware and software systems.
• Able to sit or stand for extended periods and perform computer-based work.

Responsibilities

• Provides troubleshooting support to a user community employing computer systems and networks.
• Diagnoses problems and provides applicable remedies.
• May serve as a team leader in operations.
• Troubleshooting and resolution using ITIL v4 framework for network/system issues.
• Uses ITSM tools such as JIRA or ServiceNow for issue tracking and documentation.
• Creates and maintains SOPs and provides training to personnel and customers.
• Acts as primary focal point of communication regarding system health and status across offices.

Skills

Troubleshooting

Tier II support

Communication skills

Data analysis

SOP creation

Education

Bachelor's Degree in related field

Tools

JIRA

ServiceNow

Job description

ITility is hiring a Help Desk Specialist to support the Defense Logistics Agency program. This remote role operates on Eastern Time and offers a salary range of $85,000 to $100,000 annually.

The candidate will troubleshoot, diagnose, and resolve issues within a DoD environment while coordinating with multiple offices and providing SOP training. The position requires an active Secret Clearance, two years of Tier II support experience, and strong hardware/software knowledge.