IT Helpdesk Specialist

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.

Skills and Requirements

• 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.
• 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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.