Senior Help Desk Technician

The Senior Computer Help Desk Technician provides Tier 1 and Tier 2 end-user support for the Joint Enabling Capabilities Command (JECC) personnel at Norfolk, VA. This role is responsible for incident intake, tracking, resolution, and documentation, as well as desktop/laptop system support and computer image deployment across classified and unclassified environments. The position supports mission-critical operations and requires strong customer service skills, technical troubleshooting expertise, and strict adherence to Government incident management, configuration, and security requirements.

• Serve as a primary point of contact for user-reported IT incidents, service requests, and technical issues.
• Log, track, update, escalate, and close tickets using Government-directed incident handling and trouble ticketing systems.
• Ensure all incidents are documented accurately and in accordance with response and escalation timelines defined in the PWS.
• Maintain compliance with incident metrics, including ticket assignment, resolution, and documentation standards.
• Provide regular updates to users and escalate unresolved or priority issues as required.
• Support preparation of incident metrics and data inputs for Monthly Status Reports (MSRs).
• Provide Tier 1 and Tier 2 support for unclassified and classified desktop and laptop systems.
• Install, configure, deploy, maintain, troubleshoot, and remove end-user systems and peripherals.
• Perform touch maintenance on IT equipment, including printers, scanners, and approved network peripherals.
• Respond to on-site user support requests within established service-level timelines.
• Replace unserviceable equipment within required response windows.
• Ensure proper hand receipts and property accountability documentation for all issued or replaced equipment.
• Assist in deploying and maintaining approved baseline computer images for JECC systems.
• Load, refresh, and reimage systems using Government-approved images.
• Support maintenance of a local image library and ensure systems meet security certification requirements.
• Coordinate with service providers and system administrators to apply updated images and patches.
• Support testing and deployment of updated images within required timelines.

• Three (3) years’ experience providing Tier 1 and Tier 2 IT help desk or desktop support.
• Experience with incident tracking/ticketing systems e.g. Service Now.
• Working knowledge of Windows desktop and laptop operating systems.
• Familiarity with imaging, reimaging, and system configuration processes.
• Strong customer service and communication skills.
• Ability to follow documented procedures and security requirements in classified environments.

• Experience supporting DoD or federal government IT environments.
• Experience supporting SIPRNet and NIPRNet users.
• Familiarity with ITIL-based incident management processes.
• Experience supporting classified systems or secure facilities.