End User Device (EUD) Technician/ Help Desk Specialist at Enhanced Veterans Solutions, Inc.

, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Aug, 26

Salary

18.8

Posted On

11 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Tier I & II Technical Support, Desktop Support, Hardware Troubleshooting, Software Troubleshooting, Microsoft O365, Workstation Imaging, ServiceNow, Printer Support, Account Management, Customer Service, NIPR/SIPR Support, Peripheral Device Configuration

Industry

IT Services and IT Consulting

Description

Description This is an entry level position. EVS is seeking a Dedicated End User Technician for work in Colorado Springs, CO. The Dedicated End User Device (EUD) Technician / Client Service Technician (CST) – Field Technician II (Help Desk Specialist) provides frontline technical support services for NIPR and SIPR end-user systems supporting the United States Air Force Academy (USAFA). This position supports Help Desk operations, desktop support, printer support, workstation imaging, account assistance, and customer service functions in a mission-essential environment. The Help Desk Specialist is responsible for troubleshooting hardware and software issues, responding to service requests, documenting work orders, and ensuring timely restoration of end-user services in accordance with Performance Work Statement (PWS) requirements. Provide Tier I and Tier II technical support for NIPR/SIPR desktop systems, laptops, printers, peripherals, and end-user devices. Respond to customer requests received through walk-in Help Desk support, telephone support, remote support, and ServiceNow/CIPS ticketing systems. Troubleshoot hardware, software, account access, printer connectivity, CAC reader, and peripheral device issues. Install, configure, and support desktop computers, laptops, printers, and other end-user equipment. Assist users with Microsoft O365 applications and enterprise software troubleshooting. Perform basic account support and password assistance for NIPR/SIPR users. Support workstation imaging and lifecycle replacement activities for Government systems. Document all troubleshooting actions, service requests, and ticket updates within Government Automated Information Systems (AIS). Provide desk-side support when issues cannot be resolved remotely. Support VIP customers and mission-critical personnel as directed by management. Assist with printer troubleshooting, printer mapping, and CAC-enabled printer support. Support vulnerability remediation efforts and required software/security updates. Ensure compliance with response and restoration timelines for Priority 1, 2, and 3 outages. Participate in after-hours support and on-call rotations when required. Support operational standby requirements, special events, graduation activities, and mission-critical operations. Maintain professional customer service standards and ensure timely communication with customers regarding service status. Follow Government security procedures and safeguard sensitive information and systems. Requirements • Active Secret Security Clearance required. • Minimum of 1–3 years of experience in Help Desk support, desktop support, or enterprise IT customer service environments. • Experience supporting Windows desktop operating systems and Microsoft Office/O365 applications. • Basic knowledge of desktop hardware, printers, peripherals, and troubleshooting methodologies. • Familiarity with ticket management systems such as ServiceNow or similar platforms. • Strong customer service, communication, and problem-solving skills. • Ability to work in a fast-paced operational environment. • Ability to work independently and as part of a team. • Experience supporting DoD or Government IT environments preferred. Certifications • CompTIA Security+ CE or equivalent DoD 8140 compliant certification required. Work Environment • On-site position supporting the United States Air Force Academy (USAFA). • Requires support during standard operating hours with potential participation in after-hours support rotations. • May require standing, walking, and lifting IT equipment during workstation setup and troubleshooting activities. • Position supports a mission-essential services contract.

Responsibilities

Provide frontline Tier I and II technical support for NIPR and SIPR end-user systems, including hardware, software, and printer troubleshooting. Manage service requests via ticketing systems and provide desk-side support to ensure timely restoration of mission-essential services.