The ideal candidate combines network troubleshooting skills with a disciplined approach to problem-solving and escalations. Exceptional emotional intelligence is critical; remaining composure under pressure, managing expectations effectively, and translating IT jargon into empathetic, jargon-free support for users.

Primary Responsibilities:

• Act as the first point of contact for end-users, delivering technical support, account management, and VTC assistance via phone, email, and in person.
• Manage day-to-day help desk functions to guarantee prompt, accurate, and successful resolution of service requests.
• Document, audit, and continuously improve service desk workflows to maintain high operational standards and efficiency.
• Diagnose and resolve Tier 1 hardware, software, and application issues, ensuring seamless and timely escalation to Tier 2 support as required.
• Administer user account provisioning lifecycle and track workflow progress utilizing Microsoft SharePoint and Power Apps.
• Provide end-user guidance and training on Windows, Microsoft 365, Adobe Acrobat, OneDrive, and other enterprise collaboration tools.
• Deliver comprehensive troubleshooting and technical support for VTC/DVTC systems, rapidly resolving equipment failures and connectivity issues.
• Coordinate, schedule, and de-conflict secure DIA JWICS Video Teleconferences to support seamless mission communications.
• Track, compile, and report monthly help desk performance metrics to ensure service level standards are met.
• Lead or support special projects and daily operations as directed by site leadership to meet shifting mission requirements.

Basic Qualifications:

• High school diploma or equivalent and 3+ years of prior experience.
• Active DoD TS/SCI clearance in DISS required.
• Active IAT Level II baseline certification (CompTIA Security+ CE or equivalent) or higher.
• Microsoft Windows 10 MCP certificate of training or the ability to obtain within 30 days of offer acceptance.
• JWICS VTC scheduling experience.
• At least 2 to 4 years of prior professional IT and/or Help Desk experience.
• Direct experience working with Microsoft Office 365, Teams, Power Apps, and related services.
• Basic knowledge of LAN/WAN and networking infrastructure.

Preferred Qualifications:

• Prior JWICS VTC technical troubleshooting experience.
• Experience with ticketing systems, ServiceNow, Remedy, SolarWinds Web Help Desk, etc.
• Certifications/certificates of training including Microsoft 365 Certified Modern Desktop Administrator, CompTIA A+, CompTIA Network+, or ITIL.
• Previous experience supporting US Army clients and tactical/enterprise networks.

Pay Range: $45,500.00 - $82,250.00

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