Overview: Cyber Defense Technologies (CDT) is seeking a highly motivated and customer-focused Tier I Help Desk Technician. The ideal candidate will serve as the first point of contact for end users seeking technical assistance. This role requires excellent communication skills, familiarity with common ticketing systems, and the ability to troubleshoot a wide range of technical issues in a fast-paced environment.
Clearance Requirements: An active TS/SCI is required. Candidates who do not meet this clearance requirements will not be considered.

Responsibilities:

• Serve as the initial point of contact for IT support via phone, email, and ticketing system.
• Log, track, and manage incidents and requests using an enterprise-level ticketing system (e.g., Jira, ServiceNow, Zendesk).
• Provide first-level troubleshooting and support for hardware, software, network, and application issues.
• Escalate unresolved issues to Tier Two or Tier Three support following established procedures.
• Ensure all support requests are documented accurately and resolved or escalated.
• Maintain a high level of professionalism and customer service at all times.
• Communicate clearly and effectively with both technical and non-technical users.
• Adhere to security protocols and compliance standards, ensuring sensitive information is handled appropriately.
• 5% Travel (local, i.e., DMV area)

Qualifications:

• High school diploma or equivalent (Associate’s or technical degree preferred).
• 1+ years of experience in a help desk or IT support role.
• Strong interpersonal and communication skills, both written and verbal.
• Proficient with common ticketing systems such as Jira, ServiceNow, Remedy, or Zendesk.
• Working knowledge of Windows 10/11/Server 2016+ and/or Unix based operating systems (e.g., RHEL, Ubuntu)
• Microsoft Office Suite (e.g., Word, Excel, and Outlook), and standard enterprise applications.
• Ability to work independently and in a team-oriented environment.
• Ability to work in a fast-paced environment.
• Excellent problem-solving and time management skills.
• Excellent organization skills

Preferred Qualifications:

• Experience with Cloud/Virtual environment (Hybrid and/or on-premise)
• Experience with Type-1 Hypervisors, e.g., VMware, Nutanix, Hyper-V
• Experience with hardening principles and frameworks, e.g. CIS benchmarks, SRG/STIGs, SCAP, GPOs, etc.
• Experience with Active Directory and/or LDAP
• CompTIA A+, Network+, Security+ or similar certification.

• Serve as the initial point of contact for IT support via phone, email, and ticketing system.
• Log, track, and manage incidents and requests using an enterprise-level ticketing system (e.g., Jira, ServiceNow, Zendesk).
• Provide first-level troubleshooting and support for hardware, software, network, and application issues.
• Escalate unresolved issues to Tier Two or Tier Three support following established procedures.
• Ensure all support requests are documented accurately and resolved or escalated.
• Maintain a high level of professionalism and customer service at all times.
• Communicate clearly and effectively with both technical and non-technical users.
• Adhere to security protocols and compliance standards, ensuring sensitive information is handled appropriately.
• 5% Travel (local, i.e., DMV area