Help Desk Technician - Tier 1

SciTec is seeking a Help Desk Technician - Tier 1 to support end users in Boulder, Colorado (onsite). This role focuses on resolving IT support tickets, deploying and maintaining end-user hardware and software, applying security standards, and documenting technical issues for escalation when needed.

Location and Compensation

• Location: Boulder, CO (onsite)
• Pay range: USD 57,000 - 70,000 per year

Key Responsibilities

• Manage assigned support tickets in Jira Service Management (JSM), prioritize requests, and keep users informed through resolution.
• Deploy and maintain end-user hardware and software by evaluating new equipment and applications, verifying compatibility, and maintaining accurate inventory records.
• Provide guidance to users on IT procedures and effective use of company technology.
• Diagnose technical issues, document troubleshooting steps, and escalate items requiring additional expertise or access.
• Maintain support documentation and contribute solutions to the IT knowledge base.
• Apply established security standards and procedures, monitor security certificates, help prevent data loss, and assist with scheduled maintenance.
• Coordinate with the broader IT team by reporting project progress and identifying project issues that need resolution.
• Perform other duties as assigned.

Required Qualifications

• Proficiency in Linux command line.
• Good understanding of computer systems, operating systems (Windows 10 & 11, RHEL), software, and devices.
• Ability to communicate effectively with customers verbally and in writing.
• Patient, friendly approach with a commitment to excellent customer service.
• Ability to diagnose and resolve basic computer technical issues and provide clear, step-by-step instructions.
• Ability to read and interpret code.
• Versatility and flexibility in a dynamic environment with rapidly changing priorities.
• Team-oriented mindset, including willingness to help others and collaborate.
• Ability to independently research and troubleshoot issues.
• Ability to obtain and maintain a DoD security clearance.
• Detail oriented.

Preferred Qualifications

• An Associate’s or Bachelor’s degree in Information Technology, Network Engineering, Computer Engineering, other relevant technical field, or equivalent experience.
• Experience with Active Directory.
• Familiarity with cloud computing and network administration (e.g., Azure, AWS, firewalls, VPN, DNS).
• Experience with RHEL Linux.
• CompTIA certifications (A+, Linux+, Security+, Network+).

Technologies and Tools

• Jira Service Management (JSM)
• Linux and Linux command line
• Windows 10 and Windows 11
• RHEL
• DNS, Active Directory, Azure, AWS
• Firewalls and VPN

Day-to-Day Examples

• Image a workstation, install required applications, and set up the user’s desk equipment.
• Reset a password or investigate a login failure or application access issue.
• Troubleshoot a slow computer, a hardware fault, or a printer that is not responding.
• Investigate DNS and network connectivity issues and gather diagnostic information for escalation when needed.
• Create or update email distribution lists and verify requested membership changes.
• Install software updates, verify application functionality, and update equipment records when devices are deployed or moved.

Security and Citizenship Notice

SciTec exclusively works on U.S. government contracts that require U.S. citizenship for all employees. SciTec cannot sponsor or assume sponsorship of employee work visas of any type. U.S. citizenship is required to obtain and keep a security clearance, and applicants that do not meet these requirements will not be considered. Applicants will need to obtain and maintain a DoD security clearance.

Benefits

• 401K: 4% Safe Harbor match
• Medical insurance: 100% company paid HSA, with a choice of 2 buy-up options
• Dental insurance: 80% company paid
• Vision insurance: 100% company paid
• Life insurance: 100% company paid
• Long-term Disability insurance: 100% company paid
• Hospital Indemnity insurance: 100% company paid
• Voluntary Accident and Critical Illness insurance
• Short-term Disability insurance
• Annual Profit-Sharing Plan
• Discretionary Performance Bonus
• Paid Parental Leave
• Generous Paid Time Off, including Holiday, Vacation, and Sick Pay
• Flexible Work Hours

Physical Requirements

• Ability to work (standing or sitting) at a computer for long periods of time.
• Ability to kneel and crawl when necessary to set up workstations and server racks (for example, plugging wires into walls).
• Ability to lift and handle desktops, laptops, printers, and accessories to deploy or service equipment, up to 50 lbs.

Candidate Information

In materials you submit, Colorado residents may redact or remove age-identifying information such as age and date of birth, and will not be penalized for doing so.

Offer Considerations

SciTec considers several factors when extending an offer of employment, including but not limited to the role and associated responsibilities, a candidate’s work experience, education/training, and key skills. This is not a guarantee of compensation.