Help Desk Specialist

Job Description

Job Description

Help Desk Specialist

Wright-Patterson AFB

At 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.
• Support multifactor authentication enrollment and use, secure remote access, and user access to organizational resources while following applicable security, privacy, CUI, and records-management requirements.
• Develop and maintain knowledge articles, FAQs, troubleshooting guides, user procedures, and other support documentation to improve continuity and knowledge transfer.
• Provide user guidance and training for supported systems and applications; collect user feedback and contribute to customer-experience, workflow-automation, and process-improvement initiatives.
• Support conference-room audio-visual and video-conferencing equipment and related user connectivity issues.
• Remain available during established core hours and provide occasional after-hours or on-call outage support when assigned, including timely acknowledgment, status updates, and coordination through resolution.

Requirements:

• 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 or travel when required.

IPTA is an Equal Opportunity Employer. All employment decisions are based on individual merit, including qualifications, experience, performance, and business needs, consistent with applicable federal laws and federal contracting requirements. IPTA provides equal opportunity and utilizes merit-based principles to make employment-related decisions.

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