Help Desk Specialist

Itility

. Provide troubleshooting support to a user community employing computer systems and networks .

Posted 9/24/2026full-timeRemote • United StatesJuniorMid-Level💰 $85,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving complex technical issues within computer systems and networks, utilizing ITIL v4 framework and IT service management tools. Possesses strong communication skills for effective training and documentation in a DoD environment.

Highest-signal resume keywords

ITIL V4 FrameworkTier II SupportActive Secret ClearanceJIRAServiceNow

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingData AnalysisComputer HardwareComputer SoftwareStandard Operating Procedures (SOPs)Technical Issue ResolutionNetwork SystemsIssue Tracking

Soft Skills

Verbal CommunicationActive Listening

Certifications & Qualifications

A+Net+CCNA SecurityCySA+GICSPGSECSecurity+ CECNDSSCP

Industry Keywords

DoD EnvironmentDefense Logistics AgencySite-Specific Safety Standards

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Provide troubleshooting support to a user community employing computer systems and networks
Diagnose problems and provide applicable remedies
May serve as a team leader in operations
Troubleshoot and resolve complex technical issues related to networks and systems using the ITIL v4 framework
Use IT service management tools such as JIRA or ServiceNow for issue tracking and resolution
Ensure accurate documentation and timely resolution of technical issues
Execute data analysis, manual data updates, and other administrative tasks
Create and maintain Standard Operating Procedures (SOPs)
Provide training to personnel and customers in the field
Serve as the primary communication focal point regarding system health and status
Issue notifications concerning system maintenance, unplanned and emergency downtime, ad hoc system changes, and other events affecting the user community
Support the Defense Logistics Agency program

Requirements

What you’ll need

Must possess an active Secret Clearance
Experienced in computer hardware and software systems
Minimum (2) years of experience providing tier II support within a DoW/DoD environment
Understanding of how programs use computer hardware
Shift supervisor or lead experience
Active relevant certification (A+, Net+, CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP)
Bachelor’s Degree in related field
Ability to sit or stand for extended periods and perform computer-based work using standard office equipment
Requires frequent verbal communication, active listening, and visual acuity
Must follow site-specific safety, security, and dress standards

Benefits

Comp & perks

Equal employment opportunity and non-discriminatory, harassment-free, fair, ethical, and inclusive work environment