Intermediate Help Desk Technician
Core
Provide first-level IT support and incident management for Government users in a classified Federal environment, focusing on hardware, OS, applications, and connectivity troubleshooting.
Role type
Intermediate Help Desk Technician (Service Desk)
Builds
ITSM ticket resolution, user access workflows, and endpoint stability for DoW/DAF users
Domain
Federal Government / Cybersecurity / IT Operations
Required skills
Incident management, ITSM platform usage, endpoint troubleshooting, classified environment operations, account access management, outage response, knowledge base creation, problem trend analysis, cybersecurity compliance
Preferred skills
Executive/VIP user support, mobile device support, VTC services support, ITIL practices, CompTIA/ITIL/HDI/Microsoft certifications
Technologies
Hardware, ITIL, ITSM, Mobile, Network, Security
Responsibilities
Receive, document, categorize, prioritize, and track incidents and service requests through closure in the ITSM platform. Provide first-level support to Government users by phone, in person, and through the ticketing system. Troubleshoot end-user hardware, operating systems, approved applications, peripherals, mobile devices, and connectivity issues. Resolve incidents within authority and escalate unresolved or high-impact issues with diagnostic information. Support account and access requests, authentication issues, and user-access workflows. Provide responsive support for senior leaders, executive users, and video teleconference users. Assist with outage and major-incident response, including notifications, status updates, and restoration tracking. Monitor assigned queues and dashboards to ensure performance standards are met. Create and maintain knowledge articles, troubleshooting procedures, and resolution notes. Identify recurring problems and ticket trends for problem management and service improvement. Protect classified and sensitive information following cybersecurity and configuration-management requirements.