Help Desk Support Technician

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for hardware, operating systems, and enterprise software across both in-person and remote environments.
• Triage, document, and resolve support requests within ticketing systems (such as Jira Service Management or ServiceNow) in a timely and professional manner.
• Configure and maintain SharePoint Online team sites, communication pages, document libraries, and custom lists for program stakeholders.
• Manage site permissions, access requests, and group policies in alignment with organizational security guidelines.
• Build simple workflow automations utilizing Microsoft Power Automate to streamline routine administrative processes.
• Provision, deploy, and maintain laptops, peripherals, and client software images.
• Assist users with basic account management, password resets, and multi-factor authentication (MFA) setup via Active Directory / Microsoft Entra ID.
• Active DoD Secret security clearance.
• 2+ years of hands-on experience in an IT Help Desk, Desktop Support, or Technical Customer Service role.
• SharePoint Knowledge: Proven experience creating and organizing SharePoint Online sites, managing permissions, and configuring lists and web parts.
• Operating Systems & Hardware: Strong familiarity with Windows 10/11 environments, computer hardware troubleshooting, and mobile device support.
• Productivity Suites: Working knowledge of Microsoft 365 applications (Teams, Outlook, OneDrive, Office Suite).
• Communication Skills: Exceptional interpersonal, written, and verbal communication skills with a customer-first mindset.
• We encourage all candidates who meet the basic requirements to apply, even if you do not have any of the following experience:
• Experience creating basic business applications using Microsoft Power Apps or generating simple reports in Power BI.
• Prior experience supporting government, defense, or federal contractor IT environments.
• Industry certifications such as CompTIA Security+, CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals.
• Basic understanding of ITIL processes (Incident, Request, and Change Management).
• Familiarity with PowerShell for routine administrative and user management tasks.
• The salary range provided for this position represents the anticipated base salary for successful candidates. Actual compensation will be determined based on a variety of factors, including relevant experience, education, certifications, skills, security clearance level, geographic location, market conditions, and internal equity. In addition to base salary, eligible employees may participate in Redhorse's comprehensive benefits programs and may be eligible for performance-based or other incentive compensation, where applicable. Redhorse Corporation is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Talent Acquisition at [email protected] Redhorse Corporation shall, in its discretion, modify or adjust the position to meet Redhorse’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in Redhorse’s sole discretion.

Required Experience/Clearance

Desired Experience

Additional information

Qualifications

• Familiarity with PowerShell for routine administrative and user management tasks.