Help Desk Representative

About Our Client: Founded in 1989, the organization is a private, founder-owned technology and services integrator operating in the defense and government services industry. It focuses on delivering tailored solutions and leadership to support national security missions worldwide.

About the Opportunity: The Help Desk Representative role supports mission requirements by contributing to the development, integration, and maintenance of a scalable, federated data ecosystem for a Department of Defense (DoD) customer. This position facilitates operational coordination among DoD, intelligence community, interagency, and international partners by enabling real-time information sharing and data integration through effective help desk management.

Responsibilities:

• Manage global authentication support operations, troubleshooting user access issues related to identity and access management, security policies, and cloud authentication systems.
• Develop and enforce Service Level Agreements for response times, ticket resolution, and escalation procedures.
• Coordinate help desk workflows using IT service management platforms such as ServiceNow or JIRA.
• Provide technical support for Common Access Card (CAC) authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
• Submit Help Desk Performance & Support Metrics Reports detailing ticket resolution rates, user support trends, and SLA compliance.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field, or three years of equivalent IT support experience.
• Experience resolving Tier 1 and Tier 2 support tickets, enterprise device provisioning, and maintaining IT asset tracking.
• Proficiency with Microsoft Windows, macOS, and cloud-based IT support tools.
• Technical knowledge for supporting cloud-based and on-premises IT environments.
• Skilled in IT troubleshooting, ticketing systems (e.g., JIRA, ServiceNow), and customer service.
• Strong incident resolution, remote desktop support, and end-user assistance capabilities.

Pay Range and Compensation Package: USD 47218 - USD 98068 yearly

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.