Tier 1 Helpdesk

Platinum Technologies; Albuquerque (NM); On-site; USD 65,000 - 90,000; Full time

Job summary

Platinum Technologies is seeking an Intermediate Helpdesk Specialist to support a large DoD contract, providing IT service desk support for the DTRA ITD, with a TS/SCI clearance required. The role covers incident triage, troubleshooting, and ticketing in a secure data center environment.

Responsibilities include resolving tickets, following ITIL/ITSM processes, and documenting resolutions. Onsite in Albuquerque, NM, supporting users across classified and unclassified systems.

Qualifications

• Bachelor's degree with 4+ years of relevant IT experience (or Master's with 2+).
• Active DoD Secret clearance required.
• Information Assurance Technician (IAT) Level II.
• Experience with IT ticketing systems and remote desk takeover tools.
• Proven ability to meet service level goals and targets.

Responsibilities

• Provide IT Service Desk support to DTRA personnel via phone, online, and deskside.
• Document service degradations and outages and assist with resolution.
• Analyze, troubleshoot, and resolve tickets per ITIL/ITSM processes.
• Manage tickets to meet SLA commitments and update documentation.
• Open/close tickets in Remedy and ServiceNow; maintain knowledge base articles.
• Support new employees with ADPE setup and network connectivity.

Skills

Customer service

IT support

Ticketing systems

Remote desktop tools

SLA compliance

Troubleshooting

Education

Bachelor's degree

Master's degree

Tools

Remedy

ServiceNow

Job description

Who we are.

Platinum Technologies is a Northern Virginia based integrated solutions firm that specializes in PaaS, Cybersecurity & AI Platform development for the Defense and Federal Sectors. Our team solves hard problems and helps our Mission Partners achieve their goals. If you are self-motivated, possess demonstrated learning agility, and are passionate about delivering high-quality work products – we want to hear from you.

We lead with technical expertise, but that is just the tip of the iceberg – the ‘Why’ matters. At Platinum, we don’t hire people to just do a job. We provide professional and leadership development to complement our self-motivated domain experts. Our teammates are dot-connecting leaders that operate in a mutually accountable environment to deliver thought leadership, expert technical analysis, and quality execution for our clients.

You.

Platinum Technologies is seeking Intermediate Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations. In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems. You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.

This role is located onsite in Albuquerque, NM. Candidates must hold an active TS/SCI clearance.

What you get to do.

• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
• Open and close tickets in Remedy and/or Service Now.
• Ensure all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA)
• Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Required Qualifications.

• Bachelors Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
• Active DOD Secret clearance
• Information Assurance Technician (IAT) Level II
• Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
• Experience meeting service level goals and targets.

Desired Qualifications.

• Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
• Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

The Company is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.