Senior Help Desk Technician

C3EL; Alaska; On-site; USD 60,000 - 80,000; Full time

Job summary

A leading technology services provider seeks an experienced Senior Help Desk Technician to provide IT support on-site in Alaska. The role involves troubleshooting issues, supporting network environments, and ensuring timely service delivery. Candidates must possess a Secret clearance and have 5–7 years of IT experience. This position requires strong technical skills and excellent customer service in a fast-paced environment.

Qualifications

• 5–7 years of experience providing IT support services.
• Current DoD-8570 IAT Level 1 baseline certification.
• Active, in-scope US Government issued Secret clearance.

Responsibilities

• Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
• Troubleshoot and resolve hardware and software issues.
• Manage incidents through Help Desk systems.
• Perform system imaging and OS deployment.
• Administer Active Directory accounts.

Skills

Technical support

Troubleshooting

Customer service

Active Directory administration

Networking fundamentals

Education

High School diploma or equivalent

Tools

Altiris Help Desk

SCCM

Job description

(Due to the nature of the work and contract requirements, U.S. Citizenship is required.)

Description

C3EL is seeking a cleared Senior Help Desk Technician to join our on-site team in Alaska at Fort Richardson and Fort Wainwright. This position will provide direct IT support to users across multiple network environments, ensuring rapid response and issue resolution in accordance with established Service Level Agreements (SLAs). The Senior Help Desk Technician will troubleshoot hardware and software issues, support system imaging and deployment, and assist with network and Active Directory management in support of U.S. operations.

Responsibilities

• Provide Tier I–II technical support for SIPR, NIPR, and CENTRIX environments.
• Troubleshoot and resolve issues related to hardware, software, servers, mobile devices, and A/V equipment.
• Manage and track incidents through Altiris Help Desk and Remedy ticketing systems.
• Perform system imaging and OS deployment using Altiris Deployment Solution (DS) or SCCM.
• Administer and maintain Active Directory accounts, permissions, and group policies.
• Support and troubleshoot network connectivity and configuration issues.
• Escalate complex issues to Tier III support or system engineers as needed.
• Ensure all service requests are completed within established SLAs and documented properly.
• Provide courteous, professional customer service in all end-user interactions.

Minimum Qualifications

• An active, in-scope US Government issued Secret clearance.
• Current DoD-8570 IAT Level 1 baseline certification (Net+ CE, or equivalent).
• 5–7 years of experience providing IT support services, troubleshooting both hardware and software in mixed environments.
• Demonstrated experience supporting:
  • Workstations and laptops across SIPR, NIPR, CENTRIX, and STAMIS networks.
  • Active Directory administration and user support.
  • OS delivery methods such as Altiris Deployment Solution (DS) and SCCM.
  • Help Desk ticket tracking systems (Altiris Help Desk, Remedy).
  • Networking fundamentals and troubleshooting.

Preferred Qualifications

• Experience providing IT Tiered Support Services within DISA, USARPAC, or USARC environments.
• Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery.

Education

• A minimum of a High School diploma or equivalent is required.