IT Help Desk ; Pipeline

Job Summary

The IT Helpdesk I technician will serve as the first point of contact for IT-related support within a fast‑paced, security‑conscious environment. The position plays a critical role in safeguarding sensitive systems by performing Tier 1 troubleshooting, assisting users, and supporting day‑to‑day IT operations in alignment with cybersecurity protocols. You’ll work under the guidance of the IT Security Manager to support and maintain endpoint security, system integrity, and federal compliance standards.

The position ensures compliance with Department of Defense (DoD) cybersecurity and training requirements while maintaining system availability and reliability for staff and faculty.

• Respond to and resolve basic IT support requests via ticketing system, phone, email, or in‑person.
• Troubleshoot and resolve hardware, software, network, and security‑related issues for end users.
• Support account management and user access control following organizational security policies (e.g., provisioning, password resets, deactivation).
• Log, track, and elaborate incidents and service requests as necessary, maintaining accurate documentation.
• Assist with the setup and deployment of IT equipment, including computers, printers, mobile devices, and secure communications hardware.
• Enforce and support IT security standards, including antivirus, encryption, patch management, and secure configurations.
• Work collaboratively with other IT and cybersecurity team members to monitor and maintain compliance with federal security requirements (e.g., NIST, DFARS, CMMC).
• Maintain inventory of IT assets and ensure appropriate tagging, tracking, and lifecycle documentation.

Required:

• Education: High school diploma or equivalent. Associate degree in IT or related field preferred.
• Experience: 1+ year of experience in a help desk, IT support, or desktop technician role.
• Ability to obtain and maintain DoD Secret Clearance.
• Certifications (DoD 8570 IAT Level I requirement): One of the following required within 6 months of hire:
  CompTIA A+, CompTIA Network+, CompTIA Security+ CE.
• Technical
  
  Skills:
  
  Knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.
• Training Requirements (must be completed within 30 days of hire, then annually): DoD Cyber Awareness / IA Training;
  DoD AT Level I (Anti‑Terrorism Awareness); OPSEC Awareness Training (Level I); iWATCH Training; understanding of network connectivity, endpoint security practices, and IT troubleshooting techniques.
• Strong attention to detail and organizational skills.
• U.S. citizenship (required for access to government systems).
• Ability to obtain and maintain a government security clearance.

• Familiarity with NIST SP 800‑171, DFARS, or CMMC frameworks.
• Experience working in a government or defense contracting environment.
• Exposure to Active Directory, endpoint protection platforms, and helpdesk ticketing systems.

• Onsite work required at our Honolulu, Hawaii location.
• Standard duty hours:
  Monday–Friday, 0800–1600 HST, excluding federal holidays.
• May involve occasional lifting (up to 25 lbs.), equipment setup, and off‑hours/on‑call support for outages or updates.