IT Help Desk Specialist

About the Role  

We are seeking an IT Help Desk Specialist to own day-to-day end user support for a fast-growing, defense-focused organization of 70+ employees. This role is the first point of contact for IT requests, manages the user account lifecycle, and builds out our self-service Knowledge Base. You will work in a Microsoft 365 environment with a strong emphasis on security and compliance. 

This is an ideal opportunity for someone who enjoys being the go-to problem solver, takes pride in delivering excellent employee support, and wants exposure to a security-conscious defense-tech environment. 

Key Responsibilities  

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels
• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment
• Provide responsive, high-touch IT support to executives and senior leaders, including device setup, troubleshooting, application access, and meeting technology support
• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications
• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal
• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides
• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform
• Reset passwords and support MFA enrollment and sign-in issues
• Maintain accurate asset and license records
• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly
• Identify recurring issues and recommend process or tooling improvements 

 Required Qualifications  

• 2+ years of help desk or desktop support experience
• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses
• Working knowledge of Windows and macOS troubleshooting
• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management
• Strong written communication skills, with the ability to write clear end user documentation
• Customer-focused approach and the ability to manage multiple requests at once
• U.S. Citizenship Required 

Preferred Qualifications  

• Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne
• Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks
• Experience supporting a defense contractor or other regulated environment
• CompTIA A+, Security+, or Microsoft 365 certifications (e.g., MD-102, MS-900)
• Ability to obtain and maintain a U.S. security clearance 

What We Offer:  

• Competitive salary, bonus, and equity package
• 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family
• Unlimited PTO, with your manager’s approval
• Flexible work environment where you manage your work day
• 14 weeks of fully-paid parental leave 

Salary Range: $65,000-$80,000. This represents the typical salary range for this position based on experience, skills, and other factors.