Service Desk Support Specialist II

Redhorse Corporation; Carroll (PA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled Service Desk Support Specialist II to provide vital IT support to a key military unit. This role involves managing Windows operating systems, troubleshooting complex IT issues, and ensuring operational readiness in a dynamic environment. You'll collaborate with various teams to restore services and maintain critical systems, making a significant impact on national security. If you have a passion for IT and a commitment to excellence, this is a unique opportunity to enhance your skills while supporting vital operations.

Qualifications

• 7+ years of experience in IT support with a focus on Windows systems.
• Active TS security clearance and compliance with U.S. Government regulations.

Responsibilities

• Manage and troubleshoot Windows systems and user accounts.
• Provide first-contact incident resolution for hardware and software issues.

Skills

Windows Operating Systems Management

Troubleshooting

Incident Resolution

Cybersecurity

Systems Administration

Customer Support

Education

Bachelor's Degree in a Related Field

Tools

Office Automation Software

Cryptographic Equipment

Job description

3 weeks ago Be among the first 25 applicants

About The Organization
Now is a great time to join Redhorse Corporation. Redhorse specializes in developing and implementing creative strategies and solutions with private, state, and federal customers in the areas of cultural and environmental resources services, climate and energy change, information technology, and intelligence services. We are hiring creative, motivated, and talented people with a passion for doing what's right, what's smart, and what works.

About The Role
Redhorse is seeking a skilled Service Desk Support Specialist II to provide critical IT support to the US Army 501st MI Brigade at Camp Carroll, Korea. This role supports mission-critical systems and ensures operational readiness for a key intelligence unit. You will be the primary point of contact for IT issues, troubleshooting complex problems, and ensuring smooth daily operations in a demanding and geographically isolated environment. This position offers a unique opportunity to impact national security and gain valuable experience.

Key Responsibilities

1. Manage Windows operating systems and accounts, including SIPRNet tokens; monitor system performance and connectivity; troubleshoot workstations, peripherals, and phones, including office automation software and business systems.
2. Coordinate troubleshooting procedures; install patches, software, antivirus/antispyware definition files, and approved images; conduct work area walkthroughs.
3. Collaborate with network services, systems engineering, and cybersecurity teams to restore service and identify/correct core issues.
4. Support incident response reporting and resolution; participate in cybersecurity Risk Management Framework activities.
5. Provide first-contact incident resolution for hardware, software, and application problems; escalate when necessary.
6. Document incident status and solutions in the incident database.
7. Create and maintain self-help resources (FAQs, troubleshooting guides).
8. Perform physical installation of desktop computers and basic IT cabling.
9. Perform systems administration tasks (account monitoring, security, OS installation).
10. Manage remote site operations independently, supporting demanding customers in various locations.
11. Troubleshoot, maintain, and repair a wide range of hardware and software.
12. Develop and maintain installation guides, field test procedures, and troubleshooting guides.
13. Provide direct support to the Brigade Theater Operations Center (TOC), including OSI Layers 1-3 support.
14. Maintain and troubleshoot cryptographic equipment, such as TACLANEs.

Required Experience/Clearance

1. Active TS security clearance and eligibility for SCI, NATO read-on prior to starting work; willingness to complete a U.S. Government Counterintelligence Scoped Polygraph examination with no deception indicated.
2. Ability to sign a Non-Disclosure Agreement and adhere to Army Regulation (AR) 381-10, USSID 1800, and other U.S. Government security regulations.
3. Meet all requirements to receive a privileged user (PU) account on a TS/SCI information system (DoDD 8140.01 compliance – Security+ or equivalent).
4. Bachelor’s degree in a related field with at least 7 years of experience, or equivalent experience.
5. Active U.S. Passport.

Desired Experience

• Experience with specific office automation software suites.
• Experience working with DoD cloud environments.
• Experience in a geographically isolated or austere environment.
• Experience with cryptographic equipment beyond TACLANEs.
• ITIL framework experience.

Equal Opportunity Employer/Veterans/Disabled

Accommodations: If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation by contacting Talent Acquisition at [e-mail].

Redhorse Corporation shall, at its discretion, modify or adjust the position to meet changing needs. This job description is not a contract and may be adjusted as deemed appropriate.