IT Help Desk Support Specialist – Tier II (DoD)

Location: Aberdeen Proving Ground, Maryland, USA; onsite support under the IMCS IV contract

Company

hirify.global provides enterprise IT support under the IMCS IV contract for a Department of Defense and Army installation.

What you will do

• Resolve Tier I escalations involving hardware, software, Windows operating systems, network connectivity, and enterprise applications.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, peripherals, and related services.
• Support email, collaboration, authentication, and account management services, including password resets, group membership updates, and access troubleshooting.
• Escalate complex issues, assist with system imaging, deployments, upgrades, and technical refresh initiatives.
• Document incidents and resolutions in the ITSM ticketing system, monitor SLAs, and provide responsive support to installation personnel.
• Support after-hours or emergency response activities when required by contract.

Requirements

• Experience troubleshooting Windows operating systems and standard enterprise software applications.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and Active Directory.
• Experience supporting enterprise-level IT environments.
• DoD 8570/8140-compliant certification required, such as Security+, A+, Network+, or an equivalent.
• Ability to obtain and maintain the required security clearance.
• Must meet DoD Cyber Workforce Framework (DCWF) Code 411 requirements.

Nice to have

• At least three years of experience in IT support or help desk operations.
• Experience supporting Department of Defense or Army installations.
• Familiarity with ITIL principles, remote support tools, and ticketing systems.
• Exposure to virtualization or cloud-based environments.

Culture & Benefits

• Support mission readiness through reliable, secure, and compliant IT operations.
• Follow Department of Defense cybersecurity policies, Army security requirements, and contractual procedures.
• Apply security patches and updates and assist with DISA Security Technical Implementation Guides (STIGs).
• Identify and report potential security incidents according to incident response protocols.
• Maintain accurate service documentation and contribute to SLA monitoring and performance reporting.