Help Desk Technician - Remote

Overview

The Help Desk Technician (TIER III) serves as a critical enabler for supporting Department of Defense and commercial Mobile Device Management (MDM) environments. This role goes beyond traditional help desk support and requires technical expertise, independent problem-solving capability, and direct customer engagement.

In Short

• Serve as a Tier III Help Desk Technician and Technical SME supporting DOD and commercial MDM Solutions.
• Independently diagnose, troubleshoot, and resolve complex technical issues across Linux, Windows, Android, and iOS platforms.
• Deploy, configure, manage, and maintain virtualized environments using Hyper-V and VirtualBox.
• Manage technical stakeholder relationships and provide professional, customer-facing technical guidance.
• Capture detailed bug reports, perform root cause analysis, and contribute to internal documentation and process improvement.
• Manage server infrastructure and create, implement, and maintain PKI components.
• Support on-site customer installations, training events, and operational field activities as required.
• Apply and validate DISA STIG configurations to multiple operating systems.
• Build, administer, and demonstrate demo and trial environments to support customer onboarding and training.
• Support troubleshooting expertise in computer, server, and network environments.

Requirements

• Proficiency in current Microsoft desktop and Azure server operating systems.
• Exceptional problem-solving skills for resolving issues with complex systems.
• Familiarity with TAK and Mission Command Systems, along with experience in fielding Army systems.
• Knowledge of network encryption methods, both hardware and virtual.
• Experience in deploying and troubleshooting containerized services.
• Understanding of Active Directory, x509 public key PKI, client and server certificates.
• Must be a US citizen and pass a background check and drug screening.

Benefits

• Competitive benefits package including medical, dental, and vision coverage.
• Generous retirement savings plan.
• Generous PTO policy for work-life balance.
• Opportunities for professional development and training.
• Supportive work environment with a focus on collaboration.