Service Desk Field Technician

Description

POSITION:
Service Desk Field Technician

WORK LOCATION:
Colorado Springs, CO

JOB CATEGORY:
Information Technology

JOB TYPE:
Full-Time

REQUISITION :
EM11-026

CITIZENSHIP:
United States Citizen

CLEARANCE TYPE:
TS/SCI
Clearance

TRAVEL REQUIREMENTS:
Up to
10%

E&M Technologies, Inc. is dedicated to recruiting and developing diverse, high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. E&M provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

E&M Technologies, Inc. is currently seeking a Service Desk Field Technician to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America.

Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other commands.

• Incident & Request Resolution. Provides rapid, professional technical support for desktops, laptops, mobile devices, and peripherals; uses the enterprise ticketing system (e.g., Service Now) to track, elevate, and resolve user issues.
• Endpoint Lifecycle Management. Images, deploys, and recovers IT hardware; ensures that gold images and software deployments adhere to baseline security standards prior to deployment.
• Compliance & Patching. Assists in verifying that all endpoints receive necessary patches and antivirus updates; remediates non-compliant workstations identified by vulnerability scans.
• Physical Infrastructure Support. Assists network and systems teams with physical racking, cabling, and basic hardware troubleshooting in server rooms or telecommunications closets as directed.
• User Training & Outreach. Educates users on basic IT security practices, safe handling of classified materials on digital systems, and usage of enterprise software tools.
• Documentation. Updates asset inventory databases, contributes to the Service Desk knowledge base, and documents workaround solutions for recurring technical issues.

Minimum Qualifications:

• Bachelor's degree in IT with 4 years experience or HS and 8-10 years of experience.
• Minimum 6 years of experience in an IT helpdesk, service desk, or field support role.
• Demonstrated hands‑on experience troubleshooting Windows 10/11 operating systems, Microsoft Office 365, and standard enterprise applications.
• Understanding of basic networking concepts (IP addressing, DNS, DHCP) and Active Directory user management.
• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical staff.
• DoD 8570/8140 certification at [IAT Level I or II] (e.g., A+ CE, Security+ CE).
• Must be a U.S. Citizen
• Must have and be capable of maintaining a U.S. Department of Defense (DoD) Clearance at the appropriate level

• ITIL v3/v4 Foundation certification.
• Experience deploying and managing endpoints in a virtualized desktop (VDI) environment.
• Familiarity with endpoint management tools (e.g., SCCM, MECM).

The salary range provided is a good faith estimate representative of all experience levels. E&M considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, parental leave, paid time off, and holidays. Specific benefits are dependent upon…