Archived listing. The details below describe a past opening.
Required Skills & Experience
- Associate degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
- One to two years of help desk or end-user support experience.
- Working knowledge of Microsoft 365, Active Directory, and Windows endpoints.
- Experience using a ticketing system such as ServiceNow, Jira, Zendesk, or a similar platform.
- Strong verbal and written communication skills.
- Ability to explain technical issues clearly to nontechnical users, including military personnel and families.
- U.S. citizenship, as required for access to Army Emergency Relief systems and data.
- Ability to independently resolve Tier 1 and Tier 2 support issues and appropriately escalate security or infrastructure concerns.
Nice to Have Skills & Experience
- CompTIA A+, Network+, or Security+ certification, or actively working toward one.
- Experience with Active Directory, Azure Active Directory, or Microsoft Entra ID.
- Experience supporting web-based portals or SaaS platforms.
- Familiarity with PowerShell or batch scripting for routine task automation.
- Previous experience with a nonprofit, government, military, or military-connected organization.
- Exposure to vulnerability scanning, patch management, or compliance documentation.
Job Description
- Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, peripherals, and software.
- Troubleshoot portal access issues for Soldiers and staff.
- Coordinate with the portal vendor to resolve recurring problems and document common failure patterns.
- Complete software installations, system configurations, device setups, and remote support.
- Provision and deprovision Microsoft 365 and Active Directory accounts.
- Assist with MFA enrollment, group policies, and employee onboarding and offboarding.
- Maintain accurate hardware and software inventory records.
- Process equipment check-in and check-out, surplus, disposal, and lifecycle documentation.
- Document all support tickets and maintain knowledge-based articles.
- Create user-friendly guides for common technical issues.
- Produce weekly and monthly help desk metrics.
- Support infrastructure projects, vulnerability scanning, patch tracking, and compliance documentation.
- Escalate suspected security incidents, breach indicators, server administration, network changes, and policy exceptions.