Help Desk Support Technician

• Provide Tier 1 and Tier 2 technical support for hardware operating systems and enterprise software across both in-person and remote environments.
• Triage document and resolve support requests within ticketing systems (such as Jira Service Management or ServiceNow) in a timely and professional manner.
• Configure and maintain SharePoint Online team sites communication pages document libraries and custom lists for program stakeholders.
• Manage site permissions access requests and group policies in alignment with organizational security guidelines.
• Build simple workflow automations utilizing Microsoft Power Automate to streamline routine administrative processes.
• Provision deploy and maintain laptops peripherals and client software images.
• Assist users with basic account management password resets and multi-factor authentication (MFA) setup via Active Directory / Microsoft Entra ID.

• ActiveDoD Secret security clearance.
• 2 years of hands-on experience in an IT Help Desk Desktop Support or Technical Customer Service role.
• SharePoint Knowledge: Proven experience creating and organizing SharePoint Online sites managing permissions and configuring lists and web parts.
• Operating Systems & Hardware: Strong familiarity with Windows 10/11 environments computer hardware troubleshooting and mobile device support.
• Productivity Suites: Working knowledge of Microsoft 365 applications (Teams Outlook OneDrive Office Suite).
• Communication Skills: Exceptional interpersonal written and verbal communication skills with a customer-first mindset.

We encourage all candidates who meet the basic requirements to apply even if you do not have any of the following experience:

• Experience creating basic business applications using Microsoft Power Apps or generating simple reports in Power BI.
• Prior experience supporting government defense or federal contractor IT environments.
• Industry certifications such as CompTIA Security CompTIA A Network or Microsoft 365 Certified: Fundamentals.
• Basic understanding of ITIL processes (Incident Request and Change Management).
• Familiarity with PowerShell for routine administrative and user management tasks.