Intermediate Help Desk Technician (IT Support)

Location: On-site at the Russell-Knox Building in Quantico, Virginia, United States

Salary: $48,000–$66,000 per year

Company

hirify.global delivers cybersecurity, development, IT infrastructure, supply chain management, system design, and continuous improvement services to the federal government.

What you will do

• Receive, document, categorize, prioritize, track, and close incidents and service requests in the approved ITSM platform.
• Provide telephone, walk-in, and ticket-based first-level support for Government users.
• Troubleshoot end-user hardware, operating systems, approved applications, peripherals, mobile devices, and connectivity issues.
• Handle account, access, and authentication requests while escalating unresolved or high-impact incidents with complete diagnostic information.
• Support senior leaders, executive users, mobile-device users, and video teleconference users.
• Assist with outage and major-incident response, queue monitoring, knowledge-base maintenance, problem tracking, reporting, and service improvement.

Requirements

• Active TS/SCI clearance required.
• At least one of Security+ CE, Network+ CE, or ITIL 4 Foundation required.
• Associate's degree or higher in Information Technology, Cybersecurity, Computer Science, or a related discipline; equivalent specialized experience may be accepted.
• At least three years of specialized experience in system administration, network administration, or service desk operations in Federal or Department of War environments.
• Knowledge of DAF cyber enterprise policies and procedures, applicable USCYBERCOM and AFCYBER processes, end-user configurations, endpoint technologies, and troubleshooting methods.
• Ability to document incidents clearly, determine when escalation is required, use enterprise ITSM and support tools, and work effectively in a classified Federal environment.

Nice to have

• Experience supporting DAF or AFOSI users and mission environments.
• Experience supporting executive or VIP users, mobile devices, and VTC services.
• Working knowledge of ITIL-based incident, problem, change, and knowledge management.
• Additional CompTIA, ITIL, HDI, Microsoft, or endpoint-support certifications.

Culture & Benefits

• Eleven federal holidays and paid time off accrued each pay period.
• Parental leave and continuing education assistance.
• Medical, dental, vision, disability, life, and AD&D insurance benefits.
• 401(k) with competitive matching and a vesting schedule.
• Flexible spending accounts, employee assistance, wellness benefits, legal insurance, pet insurance, and a 529 college savings plan.