Help Desk Specialist
- Compensation
- Not disclosed
- Location
- Wright-Patterson AFB, OH, US
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Contract
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree in information technology, computer science, cybersecurity, information systems, or a related field is preferred.
- Demonstrated experience providing end-user or service-desk support for hardware, software, operating systems, accounts, peripherals, and network or remote-access issues.
- Working knowledge of ITIL-aligned incident, problem, change, and request-fulfillment processes and experience using an IT service management or ticketing platform; ServiceNow experience is preferred.
- Ability to troubleshoot systematically, document work accurately, communicate clearly with users and technical teams, manage competing priorities, and meet response and resolution service levels.
- Experience supporting user-account administration, access permissions, multifactor authentication, knowledge management, and basic asset or inventory tracking.
- Ability to protect Government information and equipment and comply with applicable cybersecurity, privacy, CUI, records-management, OPSEC, and acceptable-use requirements.
- Active Secret security clearance required; must maintain the appropriate clearance and access eligibility for assigned duties. Some program tasks may require a higher clearance.
- Ability to obtain and maintain a Common Access Card and satisfy required background-screening, installation-access, and in-processing requirements.
- Current Security+ or equivalent and applicable operating-system certification are required when assigned duties constitute cybersecurity or privileged-user functions under DoDM 8140.03.
- Ability to work at Wright-Patterson AFB or another approved location as assigned, remain available during core hours of 9:00 a.m. to 3:00 p.m. Eastern Time, and provide occasional after-hours support
Full description
Help Desk SpecialistWright-Patterson AFBAt IPT Associates (IPTA), we enjoy solving real-world problems with technology. We work closely with our customers, teammates, experts, and partners to come up with practical solutions that make a difference. Whether it's a government or business organization, we focus on understanding the need and building something that works.
Our Team
At IPTA, everything starts with our people. We're big believers that when you invest in your team, great things happen. That's why we encourage learning, growth, and trying new things-even if you don't have all the answers yet.
Our culture is rooted in fierce determination, fearless integrity, and passionate service-but we also like to keep things collaborative, supportive, and down-to-earth.
We're looking for people who:
- Are curious and excited about technology
- Like solving problems and figuring things out
- Can take initiative but also enjoy working with a team
- Want to keep learning, growing, and challenging themselves
If you're someone who's eager to jump in, learn something new, and make an impact-you'll fit right in here.
*This position is contingent upon contract award and the actual job description may vary based on specific contract requirements and organizational needs.*Responsibilities:
- Provide end-user support through a consolidated service desk using ITIL principles and best practices for incident management, problem management, change management, and request fulfillment.
- Receive, document, prioritize, troubleshoot, resolve, and track user incidents and service requests involving workstations, operating systems, applications, printers, peripherals, mobile devices, remote access, VPN connectivity, accounts, and collaboration technologies.
- Monitor ticket queues, reports, triggers, dashboards, and data feeds; maintain accurate ticket status and resolution records; and support service-level performance objectives for response time, first-touch resolution, resolution within SLA, open-ticket volume, and ticket-reopen rate.
- Diagnose hardware, software, access, and connectivity issues; apply approved solutions; escalate unresolved or higher-tier issues to the appropriate technical team; and follow through to verified resolution.
- Create and manage user accounts, roles, permissions, and password-related requests in accordance with approved access-control and identity-management procedures.
- Install, configure, maintain, and troubleshoot approved operating systems, software, drivers, workstations, printers, and peripheral equipment; support equipment lifecycle, inventory, and accountability activities.