IT Help Desk Specialist
Core
First point of contact for IT requests, managing user account lifecycles and building a self-service Knowledge Base for a defense-focused organization.
Role type
IT Help Desk Specialist (Tier 1/2)
Builds
Self-service Knowledge Base articles and troubleshooting guides
Domain
Defense technology / National security
Required skills
Help desk ticket management, Windows/macOS troubleshooting, Microsoft 365 administration, Microsoft Entra ID management, Zendesk ticketing, User account lifecycle management, Device provisioning and inventory, Security compliance procedures
Preferred skills
Microsoft Intune, Conditional Access, RMM platforms (NinjaOne), CMMC/NIST SP 800-171 compliance, Defense contractor experience, CompTIA A+/Security+, Microsoft 365 certifications
Technologies
Microsoft 365, Microsoft Entra ID, Zendesk, Microsoft Intune, NinjaOne, Windows, macOS
Responsibilities
Manage help desk ticket queue, triage and resolve requests, provide Tier 1 and Tier 2 support for endpoints and applications, create and modify user accounts in Entra ID, execute onboarding and offboarding, expand and maintain IT Knowledge Base, enroll and inventory devices, reset passwords and support MFA, maintain asset records, follow security procedures, identify recurring issues
Seniority
Mid-level, hands-on IC