Remote Service Desk Technician – DoD IT Support

bridge-defense; United States; On-site; USD 23,000 - 32,000; Full time

Job summary

Bridge Defense seeks a Service Desk Technician to support the Army Enterprise Service Desk under an existing contract. This remote role requires U.S. citizenship, the ability to obtain a Secret clearance, and proximity to an approved SCA location such as Augusta, GA.

You will handle hardware, software, and system issues in a fast-paced enterprise environment. Responsibilities include assisting users, troubleshooting VPNs, AD password resets, Windows and Outlook problems, and documenting

Qualifications

• US Citizenship is required.
• Must obtain a U.S. Government Secret security clearance (Sponsorship available).
• Level I AIT certification or equivalent is required.
• Strong knowledge of network troubleshooting and VPN connectivity.
• Experience with Active Directory password resets and account unlocks.
• Proficient in Windows OS and Outlook troubleshooting.
• Excellent written and verbal communication and customer service.
• Experience in high-volume technical support preferred.
• High School Diploma or equivalent required.

Responsibilities

• Serve as initial point of contact for technical support via phone, email, or chat.
• Assist users with navigating applications and remote access.
• Troubleshoot VPN connectivity and remote access issues.
• Support Active Directory password resets and account unlocks.
• Troubleshoot Windows OS and Outlook issues.
• Develop and maintain productive customer relationships and service quality.
• Escalate complex issues to Remote Support Engineering or Field Engineering teams.
• Document incidents and resolutions per contract requirements.
• Meet customer-driven performance metrics and SLAs.

Skills

Network troubleshooting

Active Directory

Windows operating systems

Customer service

Education

High School Diploma or equivalent

Level I AIT certification

Tools

VPN software

Microsoft Outlook

Remote desktop tools

Job description

Bridge Defense seeks a Service Desk Technician to support the Army Enterprise Service Desk under an existing contract. This remote role requires U.S. citizenship, the ability to obtain a Secret clearance, and proximity to an approved SCA location such as Augusta, GA.

You will handle hardware, software, and system issues in a fast-paced enterprise environment. Responsibilities include assisting users, troubleshooting VPNs, AD password resets, Windows and Outlook problems, and documenting