Help Desk Technician

Job Description

Job Description

Help Desk Technician

Discover your career's true potential at Advanced Programs Inc. (API), leaders in national security solutions since 1969! Join our dynamic, close-knit team, where innovation meets impact. Our agile, flexible work environment not only drives professional growth but also nurtures personal development. At API, you're not just an employee; you're part of a legacy where impactful contributions thrive in a vibrant, supportive setting. Elevate your career and experience the power of a small, collaborative team with big opportunities!

Join us as we revolutionize national security, responding swiftly to customer needs, and forging ahead with cutting-edge solutions. At API, we don't just meet expectations; we exceed them, creating a legacy of success in the ever-evolving landscape of intelligence, defense, and foreign affairs. This is your chance to be part of something extraordinary!

As a Helpdesk Technician at API, you will be the first point of contact for IT support, triaging every incoming request and resolving issues remotely or at the user's desk. This is a full-time, onsite position (40 hours per week). You will join a dynamic team supporting a diverse tech stack including Microsoft 365 GCC High, Intune, Entra ID, NetSuite, SolidWorks, Fortinet, Desk365, etc.

Key Responsibilities   include the following: other duties may be assigned as needed.

• Serve as the first responder for all IT requests: triage, prioritize, and route tickets in the Desk365 ticketing system, resolving at first contact or escalating with complete notes.
• Provide remote and deskside support for hardware, software, and account issues.
• Document troubleshooting steps, resolutions, and user communications in every ticket, and contribute articles to the team knowledge base.
• Set up, deploy, and maintain Windows laptops and workstations through Intune and Autopilot, following company device naming and configuration standards.
• Process user onboarding and offboarding: Entra ID and Active Directory accounts, Exchange Online mailboxes, group membership, Teams, SharePoint/OneDrive access, and MFA enrollment.
• Resolve password resets, account lockouts, and multi-factor authentication issues.
• Support Microsoft 365 applications, printers, peripherals, conference room equipment, and Intune-managed mobile devices.
• Provide first-level support for business applications including NetSuite, SolidWorks, and in-house applications, escalating to the appropriate administrator as needed.
• Install approved software and updates in accordance with the company software approval process.
• Maintain hardware and software asset inventory, including equipment issue, loaners, and returns.
• Follow security and compliance procedures for handling CUI (NIST 800-171 / CMMC), and promptly report suspected phishing or security incidents.
• Perform additional tasks, projects, and assignments as requested by IT Manager.
• Overtime and after-hours support may be required.

Qualifications:  The requirements listed below are representative of the knowledge, skill, and/or ability required.

•   High school diploma or equivalent with 1-3 years of helpdesk or desktop support experience. An associate's degree or IT certificate is a plus.

• A+, Net+, Sec+, Microsoft 365 Endpoint Administrator (MD-102), etc.

• Windows 10/11 troubleshooting, configuration, and deployment.
• Microsoft 365 support: Outlook/Exchange Online, Teams, OneDrive, and SharePoint Online.
• Entra ID (Azure AD) and Active Directory user, group, and password administration.
• Intune device enrollment and management (Autopilot, compliance policies, app deployment).
• Ticketing systems (Desk365 or similar) and remote support tools.
• Network fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Printer, peripheral, conference room, and mobile device support.
• PowerShell scripting and familiarity with NIST 800-171 / CUI handling a plus.

• Customer-focused, with the patience to support users at every level of technical skill.
• Prioritize multiple open requests by business impact and stay calm under pressure.
• Explain technical issues in plain language, both verbally and in writing.
• Write clear, complete ticket notes and follow documented procedures.
• Define problems, collect data, establish facts, and draw valid and concise conclusions.
• Must be organized, dependable, and able to work independently and as part of a team.
• Able to lift and carry computer equipment up to 40 lbs.

Active DoD security clearance or ability to obtain one required.

Compensation: The good-faith hourly pay range for this position is $26.92–$34.62. Final base salary will be determined based on factors including the scope and responsibilities of the role and the candidate's experience, education, skills, and current market conditions.

Benefits and other compensation: API offers a comprehensive benefits package that includes medical, dental, and vision insurance; a 401(k) retirement plan with employer contribution; paid time off and paid holidays; life and disability insurance.

Advanced Programs, Inc. (API) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, familial status, occupation, personal appearance, political opinion, source of income, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. API complies with all applicable requirements of Howard County's Human Rights Law and Maryland's Fair Employment Practices Act, and will provide reasonable accommodation to qualified individuals with disabilities in accordance with applicable law.