The Helpdesk Technician provides Tier 1/Tier 2 remote and on-site support for end users, ensuring timely resolution of technical issues and maintaining high service quality standards to support Department of Defense.

Key Responsibilities

• Respond to user tickets, calls, and service requests
• Diagnose and resolve hardware, software, and access issues
• Escalate complex issues to appropriate teams
• Maintain accurate documentation in ticketing systems
• Support account provisioning, password resets, and access control
• Ensure compliance with cybersecurity and data protection policies
• Participate in continuous improvement of support processes

Qualifications

• 2+ years of helpdesk or technical support experience
• Familiarity with ticketing systems (ServiceNow, Remedy, etc.)
• Basic knowledge of networking, Windows/Linux OS
• CompTIA A+ or equivalent preferred
• Strong communication and problem-solving skills

Important Notice:

This role is part of a proposal for the Department of Defense. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.