Tier 1 Help Desk Technician

The purpose of the Tier 1 Help Desk Technician role is to serve as the primary point of contact for users of the Joint Forces Network (JFN), delivering prompt, first‑line troubleshooting and resolution of hardware, software, and network issues so that mission‑critical operations can continue without interruption; the technician logs and tracks all support requests, performs basic configuration and account management, escalates more complex problems to Tier 2 or higher levels, and contributes to the maintenance of up‑to‑date knowledge‑base articles and standard operating procedures, all while adhering to DoD/IC security policies and operating in a classified environment.

CORE FUNCTIONS / JOB DUITES


Able to perform the following with supervision:


Provide assistance as a Server Administrator installing, configuring, and maintaining operating systems (Windows/Linux) and hardware such as servers, desktops, and storage devices.


Monitor system performance, troubleshoot issues, and implement solutions to ensure reliability and efficiency.


Manage user accounts, permissions, and access control using tools like Active Directory.


Implement security measures, apply patches, and ensure compliance with organizational policies and industry standards.


Write or modify scripts (e.g., PowerShell, Bash) to automate routine tasks and improve system administration processes.


Maintain detailed documentation of system configurations, procedures, and troubleshooting steps.


Manage backup solutions and disaster recovery plans to ensure business continuity.


Work closely with network engineers, developers, and other IT staff on system upgrades and integration projects.


Provide first-contact support and ticketing for user requests, escalating complex issues to Tier 2/3 as needed.


Support operating systems (Windows/Linux), networks, applications, and DoD/IC distributed authentication services.


Manage user account lifecycles and coordinate site/system outage notifications.


Review and update knowledge base articles and Standard Operating Procedures (SOPs) to ensure accuracy and policy compliance.

SKILLS & ABILITIES


Basic knowledge of the following:


Managing Windows Server or Linux environments


System monitoring tools


Cloud platforms and hybrid environments


IT support experience, with a strong focus on Linux/Windows OS management, network configuration, and troubleshooting.


Simple scripts (Bash/PowerShell) and use Infrastructure as Code (IaC) tools (Terraform, Ansible, Puppet, Chef).


DNS, DHCP, LDAP, Kubernetes, Red Hat 7/8, Windows 10, ACAS, Rancher, Grafana, and Cloud Security Gateways.


DoD/IC networks, distributed authentication services, security practices, and specific environments (e.g., DREN, Joint IO Range).


Maintain system documentation, quickly learn new technologies, and work surge hours during major events.

EDUCATION & CERTIFICATIONS


BS STEM Degree Preferred


OS Certification Required


CompTIA Security+ Preferred


DoD 8140 Compliance Required

TYPICAL WORKING CONDITIONS


General office environment


Computer/Equipment lab

PHYSICAL REQUIREMENTS


May be expected to lift up to 25 lbs


Frequent use of keyboard and typing


Frequent sitting and standing

WORK SCHEDULE


5/40


Flexible scheduling required to meet mission-critical tasks, including current team shift work and a planned transition to 24/7 support

PAY RANGE


$100,000.00 to $ $125,000.00 annually, DOE

U.S. Citizenship is Required

SECURITY CLEARANCE


Candidates must have an active TS/SCI clearance and CI Polygraph within last 5yr, or ability to pass CI polygraph within 6mo of hire. Additional eligibility requirements for access to various levels of classified information may also be required.

Tactical Engineering & Analysis, Inc. is an Equal Employment Opportunity/Minority/Female/Disability/Protected Veteran Employer