Service Desk Specialist - Secret Clearance

IPTA; Bath Township (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

IPT Associates (IPTA) seeks an IT Help Desk professional to provide end-user support at Wright-Patterson AFB. You will handle incidents, service requests, and access control using ITIL practices and ServiceNow, ensuring timely resolution and knowledge sharing.

The role requires strong communication, teamwork, and the ability to protect government information. A current Secret clearance is required, with core hours 9:00 a.m. to 3:00 p.m. ET and occasional after-hours support.

Qualifications

• Bachelor's degree preferred in information technology or related field.
• Experience providing end-user or service-desk support for hardware, software, and remote-access issues.
• Familiarity with ITIL-aligned processes and ServiceNow or similar platforms.
• Ability to troubleshoot, document work, and meet service levels.
• Experience with user-account administration, access permissions, and authentication.
• Must protect government information and comply with security requirements.
• Active Secret clearance required; willingness to maintain eligibility.

Responsibilities

• Provide end-user support via a consolidated service desk using ITIL principles.
• Document, prioritize, troubleshoot, resolve, and track incidents and requests.
• Monitor queues, reports, and SLA metrics; maintain accurate records.
• Diagnose hardware, software, and connectivity issues; escalate as needed.
• Create and manage user accounts, roles, and password requests.
• Install, configure, and maintain workstations, software, printers, and peripherals.
• Support MFA enrollment, secure remote access, and access to resources.
• Develop knowledge articles and user procedures to improve support.
• Provide user guidance and training; contribute to process improvements.
• Support conference-room AV and video-conferencing connectivity.
• Remain available during core hours and provide occasional after-hours support.

Skills

ITIL processes

End-user support

Communication

Teamwork

Security clearance

Education

Bachelor's degree in IT or related

Tools

ServiceNow

Job description

IPT Associates (IPTA) seeks an IT Help Desk professional to provide end-user support at Wright-Patterson AFB. You will handle incidents, service requests, and access control using ITIL practices and ServiceNow, ensuring timely resolution and knowledge sharing.

The role requires strong communication, teamwork, and the ability to protect government information. A current Secret clearance is required, with core hours 9:00 a.m. to 3:00 p.m. ET and occasional after-hours support.