Computer Help Desk Technician

Senior Computer Help Desk Technician

The Senior Computer Help Desk Technician provides Tier 1 and Tier 2 end-user support for the Joint Enabling Capabilities Command (JECC) personnel at Norfolk, VA. This role is responsible for incident intake, tracking, resolution, and documentation, as well as desktop/laptop system support and computer image deployment across classified and unclassified environments. The position supports mission-critical operations and requires strong customer service skills, technical troubleshooting expertise, and strict adherence to Government incident management, configuration, and security requirements.

Responsibilities

* Serve as a primary point of contact for user-reported IT incidents, service requests, and technical issues.

* Log, track, update, escalate, and close tickets using Government-directed incident handling and trouble ticketing systems.

* Ensure all incidents are documented accurately and in accordance with response and escalation timelines defined in the PWS.

* Maintain compliance with incident metrics, including ticket assignment, resolution, and documentation standards.

* Provide regular updates to users and escalate unresolved or priority issues as required.

* Support preparation of incident metrics and data inputs for Monthly Status Reports (MSRs).

* Provide Tier 1 and Tier 2 support for unclassified and classified desktop and laptop systems.

* Install, configure, deploy, maintain, troubleshoot, and remove end-user systems and peripherals.

* Perform touch maintenance on IT equipment, including printers, scanners, and approved network peripherals.

* Respond to on-site user support requests within established service-level timelines.

* Replace unserviceable equipment within required response windows.

* Ensure proper hand receipts and property accountability documentation for all issued or replaced equipment.

* Assist in deploying and maintaining approved baseline computer images for JECC systems.

* Load, refresh, and reimage systems using Government-approved images.

* Support maintenance of a local image library and ensure systems meet security certification requirements.

* Coordinate with service providers and system administrators to apply updated images and patches.

* Support testing and deployment of updated images within required timelines.

Required Qualifications

* Active SECRET clearance; TS/SCI eligible candidates preferred

* Three (3) years' experience providing Tier 1 and Tier 2 IT help desk or desktop support.

* Experience with incident tracking/ticketing systems e.g. ServiceNow

* Working knowledge of Windows desktop and laptop operating systems

* Familiarity with imaging, reimaging, and system configuration processes

* Strong customer service and communication skills

* Ability to follow documented procedures and security requirements in classified environments

Desired Skills and Experience

* Experience supporting DoD or federal government IT environments

* Experience supporting SIPRNet and NIPRNet users

* Familiarity with ITIL-based incident management processes

* Experience supporting classified systems or secure facilities

* CompTIA A+, Network+, or equivalent certifications