Help Desk Technician

Job Responsibilities

Trace Systems is seeking customer-focused Help Desk Technicians to support the contract in Riyadh, Kingdom of Saudi Arabia. The Help Desk Technician is the first point of contact for users on classified and unclassified networks. The technician receives requests, performs initial diagnosis and service restoration, documents all actions, and coordinates escalation to the appropriate technical team.

• Receive incidents and service requests through telephone, email, walk-in, remote-support tools, and the Government-approved ticketing system.
• Create, categorize, prioritize, assign, update, track, and close tickets with complete customer, troubleshooting, escalation, and resolution details.
• Provide Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart-card readers, and approved peripherals.
• Assist with CAC authentication, certificate issues, password resets, account unlocks, profiles, printer mapping, shared-drive access, and approved access requests.
• Perform basic Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity troubleshooting.
• Install and configure approved client software, peripherals, workstation settings, and remote-support sessions within authorized scope.
• Support workstation setup, equipment replacement, office moves, technology refresh, and basic VTC or conference-room requirements.
• Escalate advanced issues to Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity, or external support teams while retaining ticket ownership.
• Meet priority and response requirements for mission-critical outages, VIP work stoppages, cybersecurity incidents, and enterprise disruptions.
• Communicate professionally with military leaders, Government civilians, mission partners, and distinguished visitors.
• Contribute to knowledge articles, troubleshooting guides, recurring-issue analysis, and service improvement activities.
• Follow cybersecurity, approved-software, removable-media, information-protection, and Government Furnished Equipment accountability requirements.
• Participate in after-hours, emergency recall, and on-call support when assigned.

Job Title: Help Desk Technician

Job Location: Al Nakhla, Saudi Arabia

Trace Systems is seeking customer-focused Help Desk Technicians to support the contract in Riyadh, Kingdom of Saudi Arabia. The Help Desk Technician is the first point of contact for users on classified and unclassified networks. The technician receives requests, performs initial diagnosis and service restoration, documents all actions, and coordinates escalation to the appropriate technical team.

• Receive incidents and service requests through telephone, email, walk-in, remote-support tools, and the Government-approved ticketing system.
• Create, categorize, prioritize, assign, update, track, and close tickets with complete customer, troubleshooting, escalation, and resolution details.
• Provide Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart-card readers, and approved peripherals.
• Troubleshoot Microsoft Windows, Office, Outlook, Teams, approved browsers, Adobe products, and other enterprise applications.
• Assist with CAC authentication, certificate issues, password resets, account unlocks, profiles, printer mapping, shared-drive access, and approved access requests.
• Perform basic Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity troubleshooting.
• Install and configure approved client software, peripherals, workstation settings, and remote-support sessions within authorized scope.
• Support workstation setup, equipment replacement, office moves, technology refresh, and basic VTC or conference-room requirements.
• Escalate advanced issues to Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity, or external support teams while retaining ticket ownership.
• Meet priority and response requirements for mission-critical outages, VIP work stoppages, cybersecurity incidents, and enterprise disruptions.
• Communicate professionally with military leaders, Government civilians, mission partners, and distinguished visitors.
• Contribute to knowledge articles, troubleshooting guides, recurring-issue analysis, and service improvement activities.
• Follow cybersecurity, approved-software, removable-media, information-protection, and Government Furnished Equipment accountability requirements.
• Participate in after-hours, emergency recall, and on-call support when assigned.

• Active, in-scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements: US Citizenship is required.
• Three (3) or more years of help desk, service desk, desktop support, or enterprise technical support experience.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 - Technical Support Specialist, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination…