Helpdesk Technician

New Venture Research Corporation (NVRC) is a leading provider of innovative technology solutions supporting critical defense programs.

The Helpdesk Technician is a technical support professional responsible for providing Tier 1 and Tier 2 end‑user support to up to 275 users of a Department of Defense (DoD) virtual desktop environment at a fixed facility in the Honolulu, HI area. Working under the direction of the IT Site Lead, the Helpdesk Technician serves as the first point of contact for all user support requests, troubleshoots and resolves technical issues, and escalates complex problems to senior technical staff.

This role requires a service‑oriented mindset, strong communication skills, and the ability to operate effectively in a security‑conscious DoD environment.

• Serve as the primary point of contact for end‑user support requests received via phone, email, ticketing system, or walk‑up.
• Log, categorize, prioritize, and track all support requests and incidents in the IT Service Management (ITSM) ticketing system.
• Provide Tier 1 and Tier 2 troubleshooting and resolution for issues related to virtual desktop access, user accounts, peripherals, applications, and connectivity.
• Ensure tickets are resolved or escalated within established Service Level Agreement (SLA) time frames.
• Communicate clearly and professionally with users throughout the support process; provide status updates and follow up to confirm resolution.
• Escalate complex or unresolved issues to System Administrators, Network Administrators, or other senior technical staff as appropriate.
• Troubleshoot and resolve virtual desktop infrastructure (VDI) client issues including session connectivity, display problems, performance degradation, and application errors.
• Support thin client and endpoint device setup, configuration, and troubleshooting.
• Assist users with VDI client software installation, updates, and configuration.
• Support printing, peripheral connectivity, and audio/video device troubleshooting in the VDI environment.

• Process user account requests including account creation, password resets, unlocks, and access modifications in accordance with approved procedures.
• Coordinate with System Administrators for account provisioning and deprovisioning requests that exceed Tier 1/2 authority.
• Ensure all account management actions are performed in accordance with DoD account management policies and documented in the ticketing system.

• Adhere to all DoD cybersecurity policies, acceptable use requirements, and security procedures in daily operations.
• Recognize and report potential cybersecurity incidents, suspicious activity, or policy violations to the Cybersecurity Engineer and IT Site Lead.
• Reinforce cybersecurity awareness with end users during support interactions.
• Ensure all support actions comply with DoD data handling and information assurance requirements.

• Document all support activities, troubleshooting steps, and resolutions accurately in the ticketing system.
• Contribute to the development and maintenance of helpdesk knowledge base articles and SOPs.
• Track recurring issues and trends; report patterns to the IT Site Lead to support proactive problem management.

• Support exercises and real‑world operations that may require extended or surge hours outside normal operating windows (0600–1800 local).
• Participate in team meetings, training activities, and administrative requirements as directed by the IT Site Lead.

• Experience with IT ticketing systems (e.g., Service Now, Remedy, or equivalent).
• Demonstrated ability to troubleshoot Windows‑based environments, user accounts, and common desktop/application issues.
• Familiarity with virtual desktop environments and thin client technologies.
• Strong customer service and communication skills; ability to work professionally with military and government personnel.
• DoD 8570/8140 IAT Level I compliance required — CompTIA A+ CE, Network+ CE, or equivalent minimum.

• CompTIA Security+ CE…