IT Service Desk Support Jr. - Secret Clearance

IT Service Desk Support Jr. - Secret Clearance

MILVETS is currently seeking a full-time, motivated and detail-oriented IT Service Desk Support professional to join our team in a junior-level role. The ideal candidate will have 2–4 years of experience providing technical support in desktop and service desk environments, with hands-on experience across Windows and macOS platforms, Microsoft 365 applications, and Active Directory administration. This role requires strong problem-solving skills, excellent communication, and a commitment to cybersecurity best practices. The successful candidate will support both on-site and remote users, operate within ITIL frameworks, and contribute to maintaining high standards of service delivery in a fast-paced, dynamic environment.

Since its founding in 1986, MILVETS Systems Technology, Inc. has been a reliable provider of quality services in the information and technology fields. As a Service-Disabled Veteran-Owned Small Business, certified by the Small Business Administration as a Small Disadvantaged Business, the company was founded to offer efficient, cost-effective information technology services to commercial and government clients.

Key Responsibilities

• Provide Tier I–II technical support for end users, including troubleshooting hardware, software, and peripheral issues across Windows and macOS platforms.
• Support Microsoft 365 applications and services such as Outlook, Teams, OneDrive, and SharePoint.
• Utilize ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) to log, track, resolve, and escalate incidents in accordance with SLAs.
• Perform user account management within Active Directory, including provisioning, password resets, and access control configuration.
• Provide remote support using tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM).
• Diagnose and resolve connectivity issues related to TCP/IP, DNS, DHCP, and VPN technologies.
• Ensure adherence to cybersecurity best practices, including RBAC compliance, endpoint security, and proper incident reporting.
• Deliver responsive and professional customer service, maintaining clear communication with users and stakeholders.
• Participate in shift-based, after-hours, or on-call support schedules as required.
• Support hybrid and remote workforce environments aligned with ITIL and SLA standards.

Technical Expertise

• Desktop support and service desk operations.
• Microsoft 365 suite administration and troubleshooting.
• Remote support and systems management tools (RDP, SCCM).
• Ticketing and ITSM platforms (ServiceNow, Remedy, Jira).
• Active Directory administration and access control.
• Basic networking protocols and troubleshooting (TCP/IP, DNS, DHCP, VPN).
• Cybersecurity awareness and adherence to compliance policies.

Required Qualifications

• Associate Degree in Information Technology, Computer Science, or related field.
• 2–4 years of relevant IT support experience (Tier II); up to 4 years or more for advanced Tier III functions.
• Current CompTIA Security+ certification (DoD 8570 compliant or agency equivalent).
• Strong written and verbal communication skills, with an emphasis on customer service.
• Ability to perform under pressure and manage multiple priorities effectively.

Preferred Attributes

• Bachelor's degree in information technology or related discipline.
• Industry certifications such as:
• CompTIA A+
• ITIL v4 Foundation
• Microsoft 365 Fundamentals or Azure Fundamentals
• Hands-on experience with role-based access control (RBAC) policies.
• Familiarity with ITIL processes and service management frameworks.
• Proven ability to support both on-site and remote/hybrid workforces.