Security-Cleared Help Desk Tech I — Remote Support

American Systems; Virginia, Northern (MN, KY); Hybrid; USD 45,000 - 60,000; Full time

Job summary

AMERICAN SYSTEMS is hiring a Help Desk Technician I to provide in-person, phone, and remote IT support. You will log requests, manage tickets, and help users with AD accounts, OS issues, and software configurations.

You will troubleshoot cloud services (G Suite/Office 365), patch and secure end-user devices, and coordinate with the SCCM team for image changes. Strong communication and prioritization are essential for success in a collaborative, mission-focused environment.

Qualifications

• U.S. Citizen required per 8 U.S.C. 1324b(a)(2)(C).
• Active DoD Interim Secret or Secret Clearance required.
• 1 year of help desk or desk-side support experience.
• DOD 8570 IAT Level II certification required at hire (e.g., Security+ CE).
• Experience with Microsoft Office Outlook, Excel, and Word.
• Experience with ticketing systems Remedy, ServiceNow, ConnectWise, Jira.
• Experience with Active Directory and Windows OS.
• Excellent interpersonal and communication skills (written and oral).
• Strong team player; goal oriented and able to manage multiple priorities.
• Weekend or after-hours support may be required.

Responsibilities

• Log all help desk requests, generate tickets, record resolutions and times.
• Create/modify/maintain/ troubleshoot user accounts and AD systems.
• Troubleshoot end user devices and OS/app problems via phone, remote, or on-site.
• Maintain and update end user device OS and application software.
• Apply configuration changes, patches, updates, and virus defs.
• Troubleshoot issues with cloud services like Google Workspace or Office 365.
• Resolve mail and software baseline application issues.
• Coordinate system image configuration changes with the SCCM Image Team.
• Install and maintain approved client apps and software baselines.
• Perform minor hardware repair/replacements on government systems.
• Document technical processes and changes.
• Use Enterprise Service Desk to manage tickets and requests.
• Assist in preparing technical documentation and change requests.
• May assist with MCU content management duties.

Skills

Interpersonal communication

Teamwork

Prioritization

Problem solving

Attention to detail

Customer service

Tools

Remedy

ServiceNow

ConnectWise

Jira

Active Directory

Windows OS

Job description

AMERICAN SYSTEMS is hiring a Help Desk Technician I to provide in-person, phone, and remote IT support. You will log requests, manage tickets, and help users with AD accounts, OS issues, and software configurations.

You will troubleshoot cloud services (G Suite/Office 365), patch and secure end-user devices, and coordinate with the SCCM team for image changes. Strong communication and prioritization are essential for success in a collaborative, mission-focused environment.