Security‑Minded IT Help Desk Specialist | Hybrid

defcon; McLean (VA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Equity package

Health insurance for you and family

Unlimited PTO

Flexible work environment

14 weeks parental leave

Job summary

DEFCON AI in McLean, VA is seeking an IT Help Desk Specialist to handle day-to-day end user support in a security-conscious defense-tech environment. You will be the first point of contact for IT requests, manage user accounts in Entra ID, and build a self-service Knowledge Base in a Microsoft 365 setup.

You will provide Tier 1 and 2 support for Windows and macOS, apps, mobile devices, and conferencing equipment; onboard/offboard users; maintain asset/licensing records; and enforce

Qualifications

• 2+ years of help desk or desktop support experience.
• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses.
• Working knowledge of Windows and macOS troubleshooting.
• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management.
• Strong written communication skills, with the ability to write clear end user documentation.

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
• Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support
• 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

Ticketing systems

Strong communication

Tools

Zendesk

ServiceNow

Jira Service Management

Intune

Job description

DEFCON AI in McLean, VA is seeking an IT Help Desk Specialist to handle day-to-day end user support in a security-conscious defense-tech environment. You will be the first point of contact for IT requests, manage user accounts in Entra ID, and build a self-service Knowledge Base in a Microsoft 365 setup.

You will provide Tier 1 and 2 support for Windows and macOS, apps, mobile devices, and conferencing equipment; onboard/offboard users; maintain asset/licensing records; and enforce