Help Desk Representative

Description

Second-61: We are Vigilant Defenders. Our foundation is built upon patriotism, protecting what matters most. We honor each other, our community, our country, and our customers through exceptional services as their front-line defenders.

Position Description: Help Desk Representative – Contingent Pipeline Opportunity – We’re building a talent pipeline for upcoming U.S. Government defense IT and analytics support roles. Opportunities are contingent upon task order awards and funding under existing contracts.

Location: Remote

Responsibilities

• Provide Tier 1 and Tier 2 technical support for cloud-based and on-premises systems
• Troubleshoot hardware, software, and access issues for end users
• Respond to and resolve tickets using systems such as Jira or ServiceNow
• Support remote desktop troubleshooting and user assistance
• Assist with device provisioning, setup, and configuration
• Maintain accurate ticket documentation and resolution notes
• Track IT assets and support inventory management processes
• Escalate complex issues to higher level support teams as needed
• Deliver strong customer service and clear communication to users

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field OR three years of equivalent experience in IT support
• Experience resolving Tier 1 and Tier 2 support tickets
• Experience using ticketing systems such as Jira or ServiceNow
• Experience with remote desktop support and troubleshooting tools
• Experience supporting Windows and macOS environments
• Familiarity with cloud-based IT support tools
• Strong customer service and communication skills

Desired Skills and Experience

• Experience supporting enterprise environments
• Experience with IT asset tracking and device lifecycle management
• Experience providing end-user training or documentation
• Experience working in a remote support environment

Certifications

• Required: None
• Preferred: CompTIA A+, ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate

Clearance Requirement

• Candidate must be a U.S. citizen with the ability to pass a standard background check and drug screening.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.