Service Desk Technician/VTC

Competitive pay and stability with a role supporting mission-critical IT services at Shaw Air Force Base, SC (onsite). As a Service Desk/VTC Technician, you will help keep Army Military Intelligence Enterprise IT Systems running smoothly through responsive help desk support, disciplined troubleshooting, and reliable VTC assistance for day-to-day communications. This position requires an active TS/SCI clearance and ownership of Layer 1 to Layer 2 issue handling with timely escalation.

What you’ll do

• Serve as the first point of contact for end-users, providing professional technical support, account management, and VTC assistance via phone, email, and in person.
• Handle day-to-day help desk operations to deliver prompt, accurate, and successful resolution of service requests.
• Document and audit service desk workflows, then use findings to continuously improve processes and operational efficiency.
• Diagnose and resolve Tier 1 hardware, software, and application issues, escalating to Tier 2 support when needed.
• Support the user account provisioning lifecycle and track workflow progress using Microsoft SharePoint and Power Apps.
• Provide end-user guidance on Windows, Microsoft 365, Adobe Acrobat, OneDrive, and other enterprise collaboration tools.
• Deliver comprehensive troubleshooting for VTC/DVTC systems, resolving equipment failures and connectivity problems quickly.
• Coordinate, schedule, and de-conflict secure DIA JWICS Video Teleconferences to support mission communications.
• Track, compile, and report monthly help desk performance metrics to support service level standards.
• Lead or support special projects and daily operations as directed by site leadership to meet evolving mission requirements.

What you bring

• High school diploma (or equivalent) and 3+ years of prior experience.
• Active DoD TS/SCI clearance in DISS is required.
• Maintain an active IAT Level II baseline certification (CompTIA Security+ CE or equivalent) in accordance with DoD 8570.01-M and DoD 8140.03 (DCWF).
• Microsoft Windows 10 MCP certificate of training, or the ability to obtain within 30 days of offer acceptance.
• JWICS VTC scheduling experience.
• At least 2 to 4 years of prior professional IT and/or help desk experience.
• Direct experience with Microsoft Office 365, Teams, Power Apps, and related services.
• Basic knowledge of LAN/WAN and networking infrastructure.

Tools you’ll use

• Microsoft SharePoint, Power Apps, Microsoft 365, Microsoft Teams
• Adobe Acrobat, OneDrive
• Microsoft Office 365, Windows 10
• CompTIA Security+ CE, Microsoft Windows 10 MCP
• DIA JWICS, VTC/DVTC systems, LAN/WAN

Nice to have

• Prior JWICS VTC technical troubleshooting experience.
• Experience with ticketing systems such as ServiceNow, Remedy, or SolarWinds Web Help Desk.
• Certifications/certificates of training including Microsoft 365 Certified Modern Desktop Administrator, CompTIA A+, CompTIA Network+, or ITIL.
• Experience supporting US Army clients and tactical/enterprise networks.

Compensation and benefits

• Pay range: $45,500.00 - $82,250.00 per year
• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

Posting date: October 15, 2026

Location: Shaw Air Force Base, SC (onsite)