Tier III Help Desk Technician for VIPs & DoD

People Technology And Processes; Norfolk (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

People Technology And Processes in Norfolk, VA is seeking a Help Desk Technician / Tier III Support to join our classified program. This role requires Top Secret clearance and contingents upon award. You will handle escalations from Tier I/II, manage user accounts, and provide rapid support to keep U.S.

government personnel productive. The position emphasizes security compliance, ITSM tooling, and executive support for VIP users, with responsibilities across AD, VDI, DHCP, DNS, and COOP

Qualifications

• 4–6 years IT support experience, preferably in DoD or classified environments.
• Ability to resolve complex end-user issues related to hardware, VDI, networking, and software systems.
• Strong customer service skills, particularly in supporting senior leadership and VIP personnel.
• Familiarity with ITSM tools (Remedy, ServiceNow), AMC tasking, and COOP operations.
• Security+ Certifications and ITIL Foundations (preferred).

Responsibilities

• Troubleshoot and resolve complex issues from Tier I/II, including network, VDI, domain authentication, and application access.
• Process AMC tickets by endpoint provisioning, IP assignment via DHCP or static configuration, switch port activation, DNS/DHCP updates, and port security validation.
• Provide concierge IT support for approximately 75 General Officers and VIP users, including rapid response and discreet onsite or remote assistance.
• Assist with user account creation, disabling, unlocking, and access troubleshooting across Active Directory (AD), VDI, and DISA-managed systems.
• Document, assign, update, and close tickets using the approved ticketing system with professional communication throughout the lifecycle.
• Maintain internal troubleshooting guides, resolution SOPs, and AMC process documentation; contribute to training materials.
• Provide IT continuity support during COOP events, including prepositioning of equipment and alternate site readiness.
• Assist with enclave monitoring tools to track system health, identify trends, and elevate alerts as needed.

Skills

Active Directory

VDI

Network troubleshooting

Customer service

ITSM tools

Tools

Remedy

ServiceNow

Job description

People Technology And Processes in Norfolk, VA is seeking a Help Desk Technician / Tier III Support to join our classified program. This role requires Top Secret clearance and contingents upon award. You will handle escalations from Tier I/II, manage user accounts, and provide rapid support to keep U.S.

government personnel productive. The position emphasizes security compliance, ITSM tooling, and executive support for VIP users, with responsibilities across AD, VDI, DHCP, DNS, and COOP