Tier 1 IT Helpdesk Specialist - Secure, Mission Support

Career Listings; Albuquerque (NM); On-site; USD 60,000 - 78,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Profit sharing

Tuition assistance

Vision insurance

Job summary

SarelaTech seeks an Intermediate Helpdesk Specialist to support a major DoD IT program, delivering enterprise IT services and cybersecurity defense for classified and unclassified systems. You’ll be the first contact for IT issues, handling triage, troubleshooting, and escalation as needed.

Responsibilities include incident management, ticket documentation, and knowledge-base development, with emphasis on prompt, customer-focused service across CONUS and OCONUS locations.

Qualifications

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

Responsibilities

• Provide IT help desk support via phone, online, and deskside.
• Document outages and assist customers with resolution.
• Analyze, troubleshoot, and resolve tickets per ITIL/ITSM processes.
• Maintain tickets within program SLA commitments and use Remedy/ServiceNow.
• Create or update Knowledge Base Articles and document work.
• Troubleshoot complex issues, identify root causes, apply fixes.
• Assist new employees with setup and access to required services.

Skills

Customer service

Troubleshooting

Phone support

ITSM

Education

Bachelor's degree in IT or related field

Master's degree (optional)

Tools

Office 365

Remote desktop

Windows Server

Cisco networking

Remedy / ServiceNow

Job description

SarelaTech seeks an Intermediate Helpdesk Specialist to support a major DoD IT program, delivering enterprise IT services and cybersecurity defense for classified and unclassified systems. You’ll be the first contact for IT issues, handling triage, troubleshooting, and escalation as needed.

Responsibilities include incident management, ticket documentation, and knowledge-base development, with emphasis on prompt, customer-focused service across CONUS and OCONUS locations.