IT Help Desk Specialist

Position Overview

We are seeking an IT Help Desk Specialist to provide technical support and ensure the smooth operation of our organization's technology environment. This role serves as the first point of contact for employees and external end users, resolving technical issues, managing user accounts, supporting critical business applications, and assisting with IT infrastructure projects.

The ideal candidate will have strong troubleshooting skills, excellent customer service abilities, and experience supporting Microsoft-based environments.

Military veterans, particularly those with U.S. Army experience, are highly encouraged to apply.

Key Responsibilities

Assistance Portal Support (30%)

• Resolve soldier and staff portal access issues
• Coordinate with third-party vendors to troubleshoot recurring portal problems.
• Identify and document common system issues and resolution procedures.
• Provide support to staff, military personnel, and family members using the platform.

General Help Desk Support (30%)

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, and peripherals.
• Install, configure, and troubleshoot software and hardware.
• Support users remotely and onsite through the organization's ticketing system.
• Resolve technical issues while maintaining a high level of customer service.

Identity & Access Management (15%)

• Provision and deprovision user accounts in Active Directory and Microsoft 365.
• Manage multi-factor authentication (MFA) enrollment and access requests.
• Support onboarding and offboarding processes.
• Assist with group policy administration and user permissions management.

IT Asset Management (10%)

• Maintain accurate hardware and software inventory records.
• Process equipment check-in/check-out activities.
• Coordinate device lifecycle management, surplus processing, and disposal.
• Ensure asset documentation remains current and accurate.

Project & Security Support (10%)

• Assist the IT Director with infrastructure and technology projects.
• Support vulnerability scanning and remediation efforts.
• Help track system patching and security updates.
• Maintain compliance and security-related documentation.

Reporting & Documentation (5%)

• Document all support activities and ticket resolutions.
• Generate weekly and monthly support metrics.
• Create and maintain knowledge base articles.
• Develop user guides and technical documentation for common procedures.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
• 1-2 years of IT help desk or end-user support experience.
• Working knowledge of Microsoft 365, Active Directory, and Windows operating systems.
• Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• U.S. Citizenship required.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification (or actively pursuing certification).
• Experience with Active Directory and/or Azure AD (Microsoft Entra ID).
• Experience supporting web-based portals or SaaS applications.
• Familiarity with PowerShell or batch scripting for automation tasks.
• Previous experience supporting nonprofit, government, or military-affiliated organizations.