IT Help Desk Specialist

ROCS is seeking an IT Help Desk Specialist in Arlington, VA to deliver technical support and manage user accounts within a Microsoft-based environment. This on-site role serves as the first point of contact for employees and external users and supports IT infrastructure projects.

Responsibilities

• Address portal access issues for soldiers and staff
• Coordinate with third party vendors to troubleshoot recurring portal problems
• Identify and document common system issues and standard resolution procedures
• Provide support to staff, military personnel, and family members using the platform
• Offer Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, and peripherals
• Install, configure, and troubleshoot software and hardware
• Support users remotely and onsite through the organization's ticketing system
• Resolve technical issues while maintaining a high level of customer service
• Provision and deprovision user accounts in Active Directory and Microsoft 365
• Manage multi-factor authentication enrollment and access requests
• Support onboarding and offboarding processes
• Assist with group policy administration and user permissions management
• Maintain accurate hardware and software inventory records
• Process equipment check-in and check-out activities
• Coordinate device lifecycle management, surplus processing, and disposal
• Ensure asset documentation remains current and accurate
• Assist the IT Director with infrastructure and technology projects
• Support vulnerability scanning and remediation efforts
• Help track system patching and security updates
• Maintain compliance and security-related documentation
• Document all support activities and ticket resolutions
• Generate weekly and monthly support metrics
• Create and maintain knowledge base articles
• Develop user guides and technical documentation for common procedures

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience
• 1 to 2 years of IT help desk or end-user support experience
• Working knowledge of Microsoft 365, Active Directory, and Windows operating systems
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users
• U.S. Citizenship required

Technologies

• Microsoft 365
• Active Directory
• Windows operating systems
• ServiceNow
• Jira
• Zendesk
• PowerShell
• Batch scripting
• Microsoft Entra ID
• Azure AD

Benefits

• Dental insurance
• Health insurance
• Vision insurance

Application questions

• Do you currently serve or have you previously served in the U.S. Army or any branch of the U.S. Armed Forces?
• Do you have any immediate family members who currently serve or have previously served in the U.S. Army or military?

Work location

In person

Pay

$23.00 - $25.00 per hour