Position Summary:
We are seeking a Help Desk Specialist/Desktop Administrator with advanced troubleshooting skills and a logical, systematic approach to isolate issues and determine whether problems are caused by hardware, software, or user error. The ideal candidate will provide empathetic, clear technical support while communicating effectively with users of varying technical ability. Familiarity with tools like Microsoft Intune, SCCM/MECM, Active Directory management, and Group Policy is required, along with a growth mindset and the ability to self-teach new software quickly.
Key Responsibilities:
- Provide technical support and troubleshoot end-user issues across hardware, software, and system environments.
- Use a logical, systematic approach to isolate variables and determine root causes of technical problems.
- Administer and troubleshoot endpoint management tools such as Microsoft Intune and SCCM/MECM.
- Manage user accounts, permissions, and Group Policy in Active Directory.
- Communicate resolutions clearly and empathetically to users and document support actions in the ticketing system.
- Contribute to internal knowledge base updates and support process improvements.
Qualifications:
- Active DOE Q/DoD Top Secret Clearance (REQUIRED)
- B.S. from an accredited institution or a HS diploma with at least 4+ years relevant professional experience
- Proven experience in a Help Desk or technical support role with advanced troubleshooting and analytical skills.
- Strong understanding of endpoint management tools (Intune, SCCM/MECM), Active Directory, and Group Policy.
- Excellent written and verbal communication skills with an empathetic, customer-focused mindset.
- Ability to quickly learn new software and technologies (growth mindset).
Preferred Qualifications
- Security certifications (Security+, A+, etc.)
- Transitioning from the military with cyber/communications/signal experience in a deployed environment