Remote IT Help Desk Pro (Security‑First)

DEFCON AI, Inc.; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary, bonus, and equity

Employer-paid health insurance for you

Unlimited PTO

Flexible work environment

Parental leave (14 weeks)

Job summary

DEFCON AI is seeking an IT Help Desk Specialist to own day-to-day end-user support in a fully remote, defense-focused company of 70+ employees. You will manage user accounts in Microsoft Entra ID, support Windows and macOS endpoints, and expand our self-service Knowledge Base.

You'll work in a secure Microsoft 365 environment, triage tickets in Zendesk, and help onboard and offboard staff while maintaining accurate asset and license records. U.S. Citizenship is required.

Qualifications

• 2+ years of help desk or desktop support experience.
• Experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
• Windows and macOS troubleshooting experience.
• Experience with Zendesk, ServiceNow, or Jira Service Management.
• Strong written communication with ability to document end-user instructions.
• U.S. Citizenship required.

Responsibilities

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels.
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment.
• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications.
• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal.
• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides.
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform.
• Reset passwords and support MFA enrollment and sign-in issues.
• Maintain accurate asset and license records.
• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly.
• Identify recurring issues and recommend process or tooling improvements.

Skills

Help desk experience

Microsoft 365 admin

Entra ID admin

Windows/macOS troubleshooting

Zendesk/ServiceNow/Jira

Written communication

Multi-tasking

U.S. Citizenship

Tools

Zendesk

ServiceNow

Jira Service Management

Microsoft Intune

NinjaOne

RMM platform

Job description

DEFCON AI is seeking an IT Help Desk Specialist to own day-to-day end-user support in a fully remote, defense-focused company of 70+ employees. You will manage user accounts in Microsoft Entra ID, support Windows and macOS endpoints, and expand our self-service Knowledge Base.

You'll work in a secure Microsoft 365 environment, triage tickets in Zendesk, and help onboard and offboard staff while maintaining accurate asset and license records. U.S. Citizenship is required.