Mid-Level Help Desk Technician

Mid-Level Help Desk TechnicianAbsolute Business Solutions Corp (ABSC) is not just another tech company. We're a community of innovators, engineers, analysts, and business professionals working together with our customers to tackle the most complex national security challenges. For more than 20 years we've supported critical Department of Defense (DoD), Intelligence Community (IC), Federal Civilian missions and global, multi-national corporations. We specialize in supporting our clients in the Intelligence, Technology, Defense, AI/ML, and Data Science fields. As we continue to grow at a rapid pace, we need some amazing new professionals to join our team.ABSC is seeking a Mid-Level Help Desk Technician to support the Air Force National Capital Region Information Technology Services program (AFNCR ITS-2) at Joint Base Andrews. The Mid-Level Help Desk Technician serves as a central point of coordination during significant IT incidents affecting AFNCR users and operations. The successful candidate will identify and assess emerging incidents, engage the appropriate technical teams, coordinate troubleshooting activities, and maintain clear communication with government leadership and other stakeholders through resolution. This position requires sound technical judgment, strong communication skills, and the ability to remain organized and decisive in a fast-paced operational environment.The regular work schedule is 2:00 p.m.–10:30 p.m., Tuesday through Saturday.Before transitioning to the assigned swing shift, the selected candidate must complete a mandatory 30-day, onsite training period from 7:00 a.m.–3:30 p.m., Monday through Friday.Candidates must be able to support both the initial training schedule and the permanent swing-shift schedule.The position is full-time on-site at Joint Base Andrews (JBA) with ad-hoc telework based on mission requirements and prior client approval.An active Secret security clearance or higher is required for this role.ResponsibilitiesProactively identify, assess, and classify major IT incidents and events using information from AFNCR work centers, monitoring tools, and technical teams.Serve as the primary point of contact for triaging newly identified issues.Coordinate rapid response efforts by engaging the appropriate internal and external technical resolution teams.Establish and facilitate troubleshooting conference bridges during active incidents.Maintain clear, accurate, and timely communication with technical teams, stakeholders, and government leadership throughout the incident lifecycle.Track incident status, operational impact, response activities, and resolution progress.Maintain situational awareness and distribute critical information through established government communication and command channels.Drive incident investigation and resolution activities from initial identification through closure.Collaborate with problem-management personnel to support root-cause analysis and track corrective actions.Provide phone and in-person technical support for email, directories, standard Windows desktop applications, printers, PC hardware and software, and contract-supported applications.Document incident activity, technical findings, decisions, status updates, and final resolution information.Communicate complex technical issues clearly to both technical and nontechnical audiences.Perform effectively under pressure while managing multiple priorities and active incidents.RequirementsCandidates must meet one of the following combinations:Associate degree or applicable accredited training certificate: Minimum of five years of relevant experience, including at least three years of specialized experience.Bachelor's degree: Minimum of four years of relevant experience, including at least two years of specialized experience.No degree: Minimum of eight years of relevant experience, including at least six years of specialized experience.Qualifying degrees may be in computer science, computer systems, information systems, information technology, engineering, engineering technology, software engineering, programming, management, natural sciences, social sciences, mathematics, business, finance, or a closely related discipline.Specialized experience includes work with PC operating systems, Windows environments, networking and email standards, and help-desk operations. General experience may include information-systems development, client/server environments, or closely related technical fields.Active Secret security clearance.Current CompTIA Security+ certification.At least two years of professional experience supporting a Department of Defense environment.Foundational understanding of network equipment, network architecture, and network capabilities.Knowledge of Windows operating systems, email systems, networking standards, desktop applications, printers, and PC hardware and software.Demonstrated experience supporting users through a help desk or comparable technical-support environment.Exceptional written and verbal communication skills.Ability to brief stakeholders and explain complex technical situations clearly and concisely.Strong customer-service orientation and professional demeanor.Demonstrated ability to multitask, prioritize competing requirements, and make sound decisions in a fast-paced operational environment.Ability to work onsite at Joint Base Andrews and support the required Tuesday–Saturday swing shift.Ability to complete the mandatory 30-day, Monday–Friday day-shift training period.Salary is commensurate with education, experience, knowledge, skills, abilities, and qualifications. The anticipated salary range for this requisition is $60k-$102k annually. The salary range represents the anticipated compensation range for this position and is not a guarantee of compensation or an offer amount. The actual salary offered will depend on a variety of factors.ABSC is a technology and services company that combines the agility of a small business with proven processes refined over more than two decades in business. We specialize in supporting public sector clients in the Intelligence, Defense, Health, and Safety areas. Our team stands ready to deliver the next generation of programs, personnel, and solutions to help advance our federal government customers' driving innovation, agility, and security across all mission areas.Some of our benefits include:Generous PTO plus 11 Federal HolidaysRetirement Planning – 401k Fully Vested with MatchAnnual Health and Wellness Allowance – buy an Apple Watch, a treadmill, or hit the gym on usCareer Development – Annual Funds to spend on Education and Training (including AI tools and subscriptions)Volunteer Time Off – Annually, all employees can spend 8 hours directly supporting a charity of choiceCharitable Match – ABSC matches an employee's donation to a qualifying charityReferral Program – We pay for internal and external referrals!LOV Awards – Earn bonus awards throughout the year from our Living Our Values awards programApply to join our team today! We are always looking to grow our team - if you know someone who is seeking a new career opportunity, please share this job opening with them. ABSC offers generous external referral bonuses. You don't need to be an employee to benefit from our Referral Program.ABSC is a proud V3, Virginia Values Vets, member which recognizes our commitment to hiring Veterans. If you are a veteran, please be sure to include that in your application.Equal Opportunity Employer, including veterans and individuals with disabilities.