IT Help Desk Customer Support Specialist

This onsite IT Help Desk role serves as a first-line customer support and communications focal point for Tier 1 unclassified services at Holloman AFB, NM. The position focuses on request intake and triage, end-user troubleshooting, and compliance-focused account, asset, and deployment activities.

Key Responsibilities

• Answer customer-submitted support requests received by telephone, email, in-person appointments, or the organization’s official ticketing system.
• Act as a Communication Focal Point by receiving, triaging, and routing complex support requests to the appropriate specialized IT shop.
• Complete basic account management on unclassified networks, including unlocking user accounts, resetting passwords, and verifying NIPRNet user credentials.
• Troubleshoot end-user computing issues involving hardware and software across supported unclassified equipment and systems.
• Image, configure, and onboard new computers to supported unclassified enclaves in accordance with Air Force Standard Desktop Configuration guidelines.
• Install, configure, and troubleshoot approved software applications on unclassified end-user computing devices.
• Install, program, and troubleshoot network printers, multi-function printers, and scanners on the unclassified network.
• Provide Common Access Card (CAC) and Public Key Infrastructure (PKI) support, including troubleshooting card readers, publishing unclassified certificates, and resolving middleware issues.
• Manage all warranty claims for covered equipment from cradle to grave, including vendor communications, troubleshooting, submitting Return Merchandise Authorizations (RMAs), and scheduling support visits.
• Support IT Asset Management System account custodians with preparation, sanitization, and turn-in of end-of-life equipment to Defense Logistics Agency Disposition Services.
• Verify that newly imaged and deployed systems meet unclassified security compliance standards and physical asset labeling requirements prior to distribution.

Required Certifications and Security Clearance

• Obtain and maintain DoD 8570.01-M / 8140 baseline certification requirements (for example, Security+) to maintain privileged NIPRnet account access.
• Must be able to obtain and maintain a Secret clearance.

Education

• Minimum: Bachelor’s Degree in Business or related field (or substitution as described for IM1, IM2, IM3).

Experience Levels

• IM1: 0 years of experience
• IM2: 0-3 years of experience
• IM3: 3-10 years of experience

Tools and Platforms

• DoD 8570.01-M
• DoD 8140
• Security+
• NIPRNet
• Common Access Card
• Public Key Infrastructure
• Air Force Standard Desktop Configuration
• IT Asset Management System
• Defense Logistics Agency Disposition Services
• Return Merchandise Authorizations (RMAs)
• NIPRnet

Location

Holloman AFB, NM (onsite)