Helpdesk Technician

Helpdesk TechnicianWe are seeking a Helpdesk Technician to provide Tier 1 and Tier 2 support for a DoD virtual desktop environment supporting approximately 275 users in the Honolulu, HI area. Reporting to the IT Site Lead, this role serves as the primary point of contact for user support, troubleshooting technical issues, managing service tickets, and escalating complex problems as needed. The ideal candidate is customer-focused, technically proficient, and experienced working in security-conscious environments.Key ResponsibilitiesEnd-User SupportProvide Tier 1 and Tier 2 technical support via phone, email, ticketing systems, and in-person requests.Troubleshoot and resolve issues involving virtual desktops, user accounts, applications, peripherals, and connectivity.Log, prioritize, track, and resolve incidents within established SLA requirements.Escalate unresolved issues to senior technical staff when appropriate.Communicate clearly with users and provide timely status updates.Virtual Desktop & Endpoint SupportSupport VDI environments, including connectivity, performance, display, and application issues.Configure and troubleshoot thin clients, endpoint devices, printers, and peripherals.Assist with VDI client software installation and updates.Account Management & SecurityProcess account creation, password resets, account unlocks, and access changes.Follow DoD cybersecurity policies and report potential security incidents.Maintain accurate documentation of all support activities.Documentation & OperationsDocument troubleshooting steps and resolutions within the ticketing system.Contribute to knowledge base articles and standard operating procedures.Support exercises and operational requirements that may require extended hours.Required QualificationsAssociate's degree in Information Technology, Computer Science, or related field.High School Diploma plus 3 additional years of relevant experience (5+ years total) and at least one technical certification may be substituted.2+ years of IT helpdesk or technical support experience, preferably in a DoD or government environment.Experience with IT ticketing systems (ServiceNow, Remedy, or similar).Strong troubleshooting skills in Windows environments and desktop applications.Familiarity with virtual desktop and thin-client technologies.Excellent customer service and communication skills.DoD 8570/8140 IAT Level I certification (CompTIA A+, Network+, or equivalent).Preferred QualificationsCompTIA Security+ CE.Experience with VMware Horizon, Citrix, or similar VDI platforms.ITIL Foundation certification.Experience supporting SIPRNet/NIPRNet or classified environments.HDI Support Center Analyst (HDI-SCA) certification.Experience supporting military operations or exercises.This is a fast-paced and impactful position where your expertise will directly contribute to meeting critical Government customer requirements. You'll be part of a dedicated team that values efficiency, precision, and collaboration. If you're ready to make a significant impact in a rewarding environment, we encourage you to apply!