Senior Help Desk Technician (Active TS with SCI eligibility required)

Akima; Eglin Air Force Base (FL); On-site; USD 75,000 - 105,000; Full time

Job summary

Compass Point is seeking a Senior Help Desk Technician to join our team supporting USSOCOM. You will operate within an enterprise ITSM environment across multiple networks and mission-critical applications, requiring DoD TS/SCI clearance and DoD 8570 IAT Level II certification.

You will resolve complex hardware, software, network and application issues, plan major technology assignments, and may supervise others. Strong communication and independent judgment are essential for success.

Qualifications

• DoD 8570 IAT Level II certification required.
• Maintain DoD 8570 IAT Level II certification via continuing education or recertification.
• Current TS clearance with SCI eligibility.
• Bachelor's degree in the STEM field; relevant experience may substitute.
• 5 years experience with BS/BA; 3 years with MS/MA; 0 years with PhD.

Responsibilities

• Provide hardware, software, network, and application issue resolution for end-users.
• Plan and lead major technology assignments; may supervise others.
• Troubleshoot, diagnose, document, and resolve complex issues across systems.
• Interface directly with end-users via phone, portals, and chat.
• Participate in incident management and trend analysis; communicate findings.

Skills

TS/SCI clearance

IAT Level II

Bachelor's degree

DOD knowledge

Customer support

Education

Bachelor's degree in STEM

Tools

Dameware

RDP

Terminal Services

ITIL knowledge

Job description

Compass Point is looking for a Senior Help Desk Technician to join our team supporting USSOCOM. In this role, you will be a part of an enterprise IT Service Management (ITSM) process for USSOCOM locations across several networks and mission-critical applications. Candidate must possess active DoD Top Secret/SCI clearance and DoW 8140-411 Basic certification along with a combination of education and demonstrated experience/training on networks and applications specific to the SIE / USSOCOM enterprise, IT service management, Information Technology Infrastructure Library (ITIL), and other relevant domains. Candidate must be able to work autonomously and exercise independent judgement on resolving complex technical issues without oversight as well as recommending creative/innovative ways to enhance the overall SIE ITSM. Must have excellent verbal and written communication skills. Veterans encouraged to apply.

Responsibilities

• Possesses and applies comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.
• May supervise others.
• Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution.
• Is an expert with industry standard desktop operating systems and office automation software suites.
• Must demonstrate excellent verbal and written communication skills.
• Will be required to work rotating shift schedules to include nights, weekends, and holidays.
• The systems analyst must be able to clearly communicate via phone, portals and instant messaging with end users and technicians.
• Must be able to present a professional, sharp and technically savvy image via verbal, written and in-person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team.
• Must be qualified to perform the following functions:
• Will exemplify professionalism in all areas of the job; compliance with schedule, following CSD business processes, and superior customer service skills.
• Serves as the initial point of contact for system-related problems in a 70,000+ customer enterprise.
• Troubleshoot research, diagnoses, documents and resolves technical issues
• Determines which special team can best resolve the problem and assign the task to the Desktop Support, Customer Supports, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
• Ability to install, maintain and troubleshoot server, network, system and application issues
• Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Must be proficient with Dameware, RDP and Terminal Services.
• Will be required to perform incident management functions which include Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
• May serve as the functional lead of a team to direct and monitor other technicians in the performance of their duties.
• Performs other duties as required.

Qualifications

• Must have DoD 8570 IAT Level II certification.
• Must be able to maintain DoD 8570 IAT Level II certification via continuing education requirements or re certification.
• Possess current TS clearance with SCI eligibility.
• Bachelor's degree in the STEM field. Relevant experience may be substituted for education.
• Years Experience: Min 5 Years with BS/BA, 3 Years with MS/MA, 0 Year with PhD.

Any clearance requirements for this position are established by the government contract.

“This position is contingent upon contract award and funding. Applicants selected may be offered but cannot begin work until funding has been confirmed.”

Job ID

2026-26886

Work Type

On-Site

Work Where it Matters

Compass Point, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Compass Point, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders

Compass Point provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers

Compass Point delivers a broad range of skilled IT services, including data-centric services, software development, IT infrastructure modernization, managed IT services, and more.

As a Compass Point employee

You will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.

Job ID:26886-en-us