Tier 1 IT Help Desk Specialist — DoD, Secret Clearance

Canvas, Inc.; Northern (KY); Hybrid; USD 48,000 - 62,000; Full time

Job summary

Holloman AFB IT Help Desk is seeking a Customer Support Specialist to act as the front line for user assistance across telephone, email, and in-person channels. You will triage requests, manage unclassified accounts, and support CAC/PKI while ensuring compliance with security standards on DoD networks.

Responsibilities include imaging and onboarding new machines, troubleshooting hardware/software, and coordinating with vendors for warranty and asset disposition.

Qualifications

• Bachelor’s Degree in Business or related field or substitution as described below.
• Bachelor’s Degree in Business or related field or substitution as described below.
• Bachelor’s Degree in Business or related field or substitution as described below.

Responsibilities

• Respond to customer-submitted support requests via telephone, email, in-person appointments, or the official organization ticketing system.
• Serve as a Communication Focal Point for triaging and assigning complex requests to the correct IT shop.
• Perform basic account management on unclassified networks (unlock accounts, reset passwords, verify credentials).
• Troubleshoot end-user computing hardware and software on unclassified equipment.
• Image, configure, and onboard new computers to unclassified enclaves per Air Force guidelines.
• Install, configure, and troubleshoot software on unclassified end-user devices.
• Install and troubleshoot network printers, MFPs, and scanners on the unclassified network.
• Provide CAC and PKI support, including card readers, certificate publishing, and middleware issues.
• Manage warranty claims cradle-to-grave with vendors, RMAs, and scheduling visits.
• Assist IT Asset Management with sanitization and turn-in of end-of-life equipment.
• Obtain and maintain DoD 8570.01-M / 8140 baseline certs (Security+).
• Ensure imaging and deployment meet security standards and labeling requirements.

Skills

Customer support

Communication

Ticketing system

Account management

Unclassified IT environment

Education

Bachelor’s degree in Business or related field

Job description

Holloman AFB IT Help Desk is seeking a Customer Support Specialist to act as the front line for user assistance across telephone, email, and in-person channels. You will triage requests, manage unclassified accounts, and support CAC/PKI while ensuring compliance with security standards on DoD networks.

Responsibilities include imaging and onboarding new machines, troubleshooting hardware/software, and coordinating with vendors for warranty and asset disposition.