Job Requirements
Sierra Vista, AZ
Secret Polygraph not specified
Entry Level (less than 2 yrs experience)
Salary not specified
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Job Description
L1 Help Desk Technician
Job Description
Join a highly collaborative enterprise service desk team supporting one of the largest and most visible defense programs in the world. As an L1 Help Desk Technician, you will provide Tier 1 technical support to global end users, resolving issues related to computer hardware, software, networks, system and application access, and telecommunications systems. You will handle incidents and service requests under the Army Enterprise Service Desk, working in a fast-paced environment where every interaction contributes to the success of a standardized, innovative, and agile IT Service Management solution.
Responsibilities
Provide Tier 1 help desk support to internal and external customers via phone, email, text, virtual tools, and self-service ticketing systems.
Resolve technical problems related to computer hardware, software, Windows 10, Active Directory, Office 365, networking fundamentals, system and application access, and telecommunications systems.
Answer basic questions about installation, operation, configuration, customization, and usage of assigned products and services.
Apply basic diagnostic techniques to identify issues, investigate root causes, and recommend solutions to correct common failures.
Document all customer interactions, troubleshooting steps, and resolutions accurately and thoroughly in the ticketing system.
Escalate complex or unresolved issues to higher-tier support teams in a timely and detailed manner.
Provide high-quality customer service, ensuring clear, professional, and empathetic communication with all end users.
Support millions of global end users in the defense space as part of a 24/7/365 enterprise service desk operation.
Work assigned shifts, including days, swings, mids, and weekends, to ensure continuous coverage for mission partners around the globe.
Collaborate closely with team members and leadership in a solutions center environment to share knowledge, improve processes, and enhance overall service quality.
Support the rollout and ongoing use of Office 365, helping users adopt and troubleshoot the platform as part of a critical program initiative.
Follow established procedures, service level agreements, and performance metrics while contributing to a culture of accountability and continuous improvement.
Essential Skills
Active Secret security clearance or the ability to obtain a Secret security clearance.
Current CompTIA A+, Network+, or Security+ certification (if one of these certifications is held, sponsorship for a clearance is available for this role).
At least 6 months of help desk support experience or customer service experience for the Department of Defense or military environments.
Experience providing help desk or service desk support, including troubleshooting and ticket handling.
Fundamental knowledge of Windows 10 operating systems.
Experience working with Active Directory in a support capacity.
Fundamental networking knowledge, such as that obtained through completing the CompTIA A+ certification.
Ability to work shift schedules, including days, swings, mids, and weekend shifts, in a 24/7/365 support environment.
Strong communication skills with the ability to interact effectively with both internal and external stakeholders.
Demonstrated commitment to high levels of customer service and user satisfaction.
Ability to work well in a team-oriented, collaborative environment.
Intellectual curiosity and a strong desire to learn and grow within a dynamic IT support setting.
Additional Skills and Qualifications
Past Department of Defense experience is a plus.
Fundamental knowledge of Office 365 is highly desirable, especially in a support context.
Experience supporting large-scale or enterprise-level service desks is advantageous.
Experience working in a call center or support center environment with performance metrics and service level agreements.
Experience supporting telecommunications systems and remote access technologies.
Background as a transitioning veteran or military spouse is welcomed, as individuals with this experience have historically been highly successful in this environment.
Work Environment
This role is fully on-site at a solutions center located on Fort Huachuca in Sierra Vista, Arizona. The facility is designed to promote collaboration, a strong team mentality, and adherence to stringent security requirements. The team operates a 24/7/365 enterprise service desk, providing support to thousands of users worldwide. Work is organized into three primary 8-hour shifts—early morning, mid, and evening—and every effort is made to align employees with shifts that fit their schedules while still meeting mission needs. You will work in a call/support center environment with defined call metrics and service level agreements, supported by a structured, process-driven framework. Government-furnished equipment is provided as needed, including configured desktop or laptop computers, monitors, docking stations, keyboards, mice, phones, and access to standard office equipment such as copiers and fax machines at Tier II locations. The environment is fast paced, highly collaborative, and focused on innovation and continuous improvement, with a strong emphasis on professionalism, security, and reliable service delivery.
Job Description
Join a highly collaborative enterprise service desk team supporting one of the largest and most visible defense programs in the world. As an L1 Help Desk Technician, you will provide Tier 1 technical support to global end users, resolving issues related to computer hardware, software, networks, system and application access, and telecommunications systems. You will handle incidents and service requests under the Army Enterprise Service Desk, working in a fast-paced environment where every interaction contributes to the success of a standardized, innovative, and agile IT Service Management solution.
Responsibilities
Provide Tier 1 help desk support to internal and external customers via phone, email, text, virtual tools, and self-service ticketing systems.
Resolve technical problems related to computer hardware, software, Windows 10, Active Directory, Office 365, networking fundamentals, system and application access, and telecommunications systems.
Answer basic questions about installation, operation, configuration, customization, and usage of assigned products and services.
Apply basic diagnostic techniques to identify issues, investigate root causes, and recommend solutions to correct common failures.
Document all customer interactions, troubleshooting steps, and resolutions accurately and thoroughly in the ticketing system.
Escalate complex or unresolved issues to higher-tier support teams in a timely and detailed manner.
Provide high-quality customer service, ensuring clear, professional, and empathetic communication with all end users.
Support millions of global end users in the defense space as part of a 24/7/365 enterprise service desk operation.
Work assigned shifts, including days, swings, mids, and weekends, to ensure continuous coverage for mission partners around the globe.
Collaborate closely with team members and leadership in a solutions center environment to share knowledge, improve processes, and enhance overall service quality.
Support the rollout and ongoing use of Office 365, helping users adopt and troubleshoot the platform as part of a critical program initiative.
Follow established procedures, service level agreements, and performance metrics while contributing to a culture of accountability and continuous improvement.
Essential Skills
Active Secret security clearance or the ability to obtain a Secret security clearance.
Current CompTIA A+, Network+, or Security+ certification (if one of these certifications is held, sponsorship for a clearance is available for this role).
At least 6 months of help desk support experience or customer service experience for the Department of Defense or military environments.
Experience providing help desk or service desk support, including troubleshooting and ticket handling.
Fundamental knowledge of Windows 10 operating systems.
Experience working with Active Directory in a support capacity.
Fundamental networking knowledge, such as that obtained through completing the CompTIA A+ certification.
Ability to work shift schedules, including days, swings, mids, and weekend shifts, in a 24/7/365 support environment.
Strong communication skills with the ability to interact effectively with both internal and external stakeholders.
Demonstrated commitment to high levels of customer service and user satisfaction.
Ability to work well in a team-oriented, collaborative environment.
Intellectual curiosity and a strong desire to learn and grow within a dynamic IT support setting.
Additional Skills and Qualifications
Past Department of Defense experience is a plus.
Fundamental knowledge of Office 365 is highly desirable, especially in a support context.
Experience supporting large-scale or enterprise-level service desks is advantageous.
Experience working in a call center or support center environment with performance metrics and service level agreements.
Experience supporting telecommunications systems and remote access technologies.
Background as a transitioning veteran or military spouse is welcomed, as individuals with this experience have historically been highly successful in this environment.
Work Environment
This role is fully on-site at a solutions center located on Fort Huachuca in Sierra Vista, Arizona. The facility is designed to promote collaboration, a strong team mentality, and adherence to stringent security requirements. The team operates a 24/7/365 enterprise service desk, providing support to thousands of users worldwide. Work is organized into three primary 8-hour shifts—early morning, mid, and evening—and every effort is made to align employees with shifts that fit their schedules while still meeting mission needs. You will work in a call/support center environment with defined call metrics and service level agreements, supported by a structured, process-driven framework. Government-furnished equipment is provided as needed, including configured desktop or laptop computers, monitors, docking stations, keyboards, mice, phones, and access to standard office equipment such as copiers and fax machines at Tier II locations. The environment is fast paced, highly collaborative, and focused on innovation and continuous improvement, with a strong emphasis on professionalism, security, and reliable service delivery.
group id: 10105424
