Help Desk Technician

Location: Huntsville, AL Environment: DoD Contractor / Secure IT Environment Clearance: Active Secret preferred; ability to obtain required Certification: Security+ CE or other DoD 8570 / 8140 IAT II certification preferred or obtainable within a defined timeframe Position Summary We are seeking a Help Desk Technician II / IT Support Specialist to provide hands‑on technical support in a DoD contractor environment. This role is intended for someone beyond entry‑level help desk who can independently resolve common user, workstation, Microsoft 365, account, endpoint, and basic server‑adjacent support issues while knowing when to escalate more complex infrastructure, cybersecurity, or compliance concerns. The ideal candidate is technically curious, customer‑focused, documentation‑minded, and comfortable working in a controlled environment where security, change discipline, and accountability matter. This person will help reduce day‑to‑day IT support load by owning routine and moderately complex support tasks with minimal handholding. Key Responsibilities Provide Tier 1 escalation and Tier 2 support for end users, workstations, peripherals, software, accounts, and common network issues. Support Windows 11 workstations, Microsoft 365 GCC High services, Outlook, Teams, OneDrive, SharePoint, and related productivity tools. Support basic Windows Server 2019/2022 administrative and troubleshooting tasks under established procedures. Perform Active Directory and Entra ID account administration, including user creation, group membership, permissions, MFA support, password resets, and account lifecycle tasks. Assist with onboarding and offboarding of employees, contractors, and cleared personnel. Image, configure, patch, troubleshoot, and maintain laptops, desktops, printers, phones, and other endpoint devices. Support Intune, MDM, endpoint compliance, and mobile device enrollment where applicable. Assist with workstation hardening, BitLocker, local security settings, baseline configuration, and STIG‑aligned remediation tasks. Troubleshoot basic network connectivity issues, including DNS, DHCP, VPN, Wi‑Fi, switching, cabling, and firewall‑related symptoms. Perform basic server‑side troubleshooting such as checking services, reviewing Event Viewer logs, validating file share access, confirming print services, and identifying GPO‑related symptoms. Document all work clearly in the ticketing system, including troubleshooting steps, resolution notes, asset changes, and escalation details. Follow established change control, access control, cybersecurity, and incident reporting procedures. Assist with asset inventory, software inventory, license tracking, and endpoint lifecycle management. Provide support in secure or restricted environments, including systems with limited internet access or additional compliance requirements. Escalate issues appropriately while providing useful technical detail instead of simply passing problems along. Required Qualifications 2–4 years of hands‑on IT support, help desk, desktop support, or junior systems administration experience. Strong working knowledge of Windows 11 troubleshooting and administration. Experience supporting Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and common business applications. Familiarity with Active Directory account management, security groups, permissions, and basic identity concepts. Familiarity with Windows Server 2019/2022 concepts such as AD DS, Group Policy, DNS, DHCP, file shares, print services, services management, and Event Viewer. Basic networking knowledge, including IP addressing, DNS, DHCP, VPN, Wi‑Fi, and common connectivity troubleshooting. Ability to troubleshoot independently, research issues, document findings, and follow problems through to resolution. Strong customer service skills with the ability to support users professionally while maintaining security and policy requirements. Ability to follow technical procedures, maintain accurate documentation, and work within a ticketing system. Ability to work onsite in Huntsville, AL. Preferred Qualifications Active Secret clearance. Security+ CE or equivalent DoD 8570 / 8140 IAT II certification. Experience supporting a DoD contractor, defense industrial base, aerospace, engineering, or other regulated environment. Experience with Microsoft 365 GCC High. Experience with Intune, Autopilot, Apple Business Manager, MDM, or endpoint compliance tooling. Experience with SCCM, WSUS, vulnerability management, endpoint protection, or patch management tools. Familiarity with DISA STIGs, NIST 800-171, CMMC, RMF, or general cybersecurity compliance concepts. Experience with BitLocker, MFA, certificates, smart cards, VPN clients, and secure remote access. Basic PowerShell experience for account lookups, workstation checks, log gathering, or repeatable support tasks. Experience with Windows Server 2019/2022 administration in a small or mid‑sized business environment. Experience supporting classified, air‑gapped, restricted, or tightly controlled IT environments. Desired Traits Self‑starter who can work through common issues without constant direction. Knows when to troubleshoot, when to document, and when to elevate. Comfortable asking good technical questions instead of guessing. Takes ownership of tickets and follows up without being chased. Understands that security requirements are part of the job, not an obstacle to work around. Can communicate clearly with both technical staff and non‑technical users. Has enough humility to follow established procedures and enough curiosity to improve them when appropriate. Example Tasks This Role Should Be Able to Handle Troubleshoot a user who cannot access email, Teams, SharePoint, VPN, or mapped resources. Determine whether an issue is user‑specific, device‑specific, network‑related, permissions‑related, or service‑related. Add or remove users from approved AD or Entra ID groups based on documented requests. Prepare a new workstation for a user using an established imaging or configuration process. Resolve common printer, driver, docking station, monitor, headset, and peripheral issues. Assist with MFA reset, mobile device enrollment, and basic Intune compliance issues. Check Windows Server event logs, service status, file share permissions, and basic GPO application issues before escalating. Gather logs, screenshots, error messages, and system information before escalating. Document repeat issues and help build internal knowledge base articles. Apply approved configuration changes without bypassing security controls. Notes This is not an entry‑level password reset role. It is also not intended to be a senior systems administrator, network engineer, or cybersecurity engineer position. The right candidate should be able to independently handle routine and moderately complex support work, reduce operational drag on senior IT staff, and grow into broader systems, endpoint, or security responsibilities over time. Due to the nature of our business and the role, please note that VERITY and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID‑19. Details can vary by role. Must be a U.S. citizen for consideration. Verity Integrated Systems is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. #J-18808-Ljbffr