Help Desk Technician (IT)

UDC USA Inc is seeking a Help Desk Technician (IT) to deliver frontline and advanced IT support across its sites in Florida, Missouri, and Texas. The role is primarily based in Grain Valley, MO, operating in a hybrid environment with opportunities to work remotely while supporting multiple locations and IT infrastructure needs.

Responsibilities

• Serve as the primary point of contact for end-user technical support (phone, email, ticketing system).
• Troubleshoot and resolve hardware, software, printer, and connectivity issues, from routine requests to advanced problems.
• Set up, configure, and deploy laptops, desktops, and peripherals.
• Administer Microsoft 365 applications and services for end users.
• Manage Active Directory / Entra ID accounts, groups, and permissions; execute user onboarding and offboarding.
• Assist with server maintenance, backups, patching, and monitoring.
• Troubleshoot network connectivity issues and support switches, VPNs, and wireless infrastructure; coordinate with vendors and ISPs as needed.
• Provide hands-on and remote support to users across all company sites.
• Apply and help maintain security controls in line with CMMC / NIST SP 800-171 requirements.
• Assist in gathering and documenting compliance evidence, including access reviews and asset inventory.
• Log, track, and document tickets, resolutions, asset inventory, and procedures accurately.
• Follow all company security policies when handling systems and data.

Requirements

• Associate’s degree in Information Technology, Computer Science, or a related field (Bachelor’s degree strongly preferred). Equivalent combination of 5+ years of progressive, relevant IT experience may be substituted for the formal degree requirement.
• Minimum of three (3) years of hands-on IT help desk or technical support experience, with demonstrated ability to independently diagnose and resolve complex tier-2 technical issues.
• Proven proficiency administering Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive, Intune), managing Active Directory / Microsoft Entra ID user accounts, groups, and permissions, and executing user onboarding/offboarding processes.
• Strong practical experience troubleshooting and supporting Windows 10/11 endpoints, printers, peripherals, network connectivity (LAN/WAN, VPN, wireless), and basic server administration (backups, patching, monitoring).
• Current CompTIA A+ and CompTIA Network+ certifications (or demonstrated equivalent expertise).
• Eligibility to obtain and maintain any required U.S. Department of Defense security clearance or Common Access Card (CAC) necessary to support government contracts.

Technologies

• Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Intune)
• Active Directory / Microsoft Entra ID
• Windows 10/11
• VPN
• LAN/WAN
• Wireless networking

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Salary

USD 55,000 - 78,000 per year

Security Clearance

Secret (Required)

Travel

Willingness to travel 25% (Required)

Work Location

Hybrid remote in Grain Valley, MO 64029