Location: Chantilly, VA
Security Clearance: Active TS or higher [Required]
Job Type: Full-Time
Target Salary Range*: $50,000 - $65,000

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview

The Help Desk Technician (MID) serves as a primary point of contact for IT support, delivering timely issue resolution while maintaining a high level of customer service and operational continuity. This role independently diagnoses and resolves complex technical issues, manages the full ticket lifecycle, supports identity and access management processes, and collaborates with infrastructure and engineering teams to maintain a secure and reliable digital workplace.

The position supports Windows environments, Microsoft 365 applications, endpoint and account administration, IT service management processes, and a range of secure enterprise technologies used across hybrid, cloud, and multi-enclave environments.

Key Responsibilities

Help Desk and End-User Support

• Serve as a primary point of contact for IT support requests and incidents.
• Troubleshoot Windows environments, Microsoft 365 applications, and common hardware and software issues.
• Diagnose and resolve complex technical issues independently.
• Manage the full lifecycle of support tickets from intake through resolution and closure.
• Maintain a high level of customer service while supporting operational continuity.

Identity and Access Management

• Support account management and identity and access management processes.
• Assist with Active Directory administration and user access support.
• Support identity technologies including Microsoft Active Directory, LDAP/OpenLDAP, Entra ID, and Keycloak.
• Support multi-factor authentication and related cybersecurity initiatives.

ITSM and Operational Support

• Use ticketing and IT service management platforms to document, track, and resolve incidents and requests.
• Prioritize and manage multiple support activities simultaneously.
• Collaborate with infrastructure and engineering teams to resolve escalated issues.
• Support secure and reliable operation of the enterprise digital workplace.

Enterprise Infrastructure Support

• Support air-gapped, hybrid-cloud, and on-premises operational environments, including complex multi-enclave ecosystems.
• Support AWS GovCloud, SC2S, C2S, and GCP cloud platforms.
• Support Nutanix host and cluster environments, including Prism Central and NDFS.
• Support Cisco switching, routing, firewalling, and site-to-site connectivity, including IPsec, DMVPN, and SD-WAN.
• Support locally hosted GPU servers and multi-tenant Cross-Domain Solutions.
• Support Infrastructure as Code technologies including Terraform and Ansible.
• Support containerization and orchestration technologies including Docker, Kubernetes, and OpenShift.
• Support cloud-native security implementations and security accreditation activities.
• Support GitLab CI/CD pipelines and DevSecOps practices.
• Support enterprise database services including RDS, RDS Aurora, and DynamoDB.
• Support serverless architectures using AWS Lambda.
• Support cloud networking and VPC configurations.
• Support monitoring, logging, and data platforms including Elasticsearch, OpenSearch, and Splunk.
• Support microservices architectures and API Gateway implementations.
• Support environments using Python, .NET/C#, and related development technologies.
• Support high-assurance cross-domain and encryption solutions including TACLANE and NCAP.
• Support cloud cost-optimization activities.
• Support Linux, Windows, and macOS operating systems.

Qualifications

Education

• Bachelor’s degree. [Required]

Experience

• Minimum 5 years of relevant experience. [Required]
• Experience troubleshooting Windows environments, Microsoft 365 applications, and common hardware/software issues. [Required]
• Experience using ticketing and IT service management platforms. [Required]
• Experience with Active Directory, account management, and identity/access management processes. [Required]

Skills

• Strong troubleshooting and problem-solving skills. [Required]
• Strong customer service skills. [Required]
• Ability to work independently. [Required]
• Ability to manage multiple priorities simultaneously. [Required]

Preferred Qualifications

• CompTIA A+, Network+, Security+, or similar industry certification.
• Experience supporting cloud-based environments and SaaS applications.
• Familiarity with endpoint management and device administration tools.
• Experience supporting enterprise, government, or highly regulated environments.
• Knowledge of ITIL processes and service management best practices.
• Experience supporting multi-factor authentication and cybersecurity initiatives.