Tier 1 Help Desk
Active Directory
Application Security
Argocd
Atlassian
Automation
CI/CD
Cloud
Cloud Infrastructure
Cloud Native
Cloud Native Technologies
Cloud Operations
Cloud Platform
Cloud Platforms
Cloud Platforms Cloud Platforms
Cloud Technology
Desktop Support
DevOps
Devops Tools
DevSecOps
End User Support
Engineer
Engineering
Engineering Software
Facilities Management
Gitlab
Help Desk
Help Desk Support
Identity and Access Management
Information Technology (IT)
Information Technology It
Infrastructure
Infrastructure As Code
Issue Tracking
It Service Management
IT Services
It Support
Kubernetes
Level 1 Support
Operating Systems
Platform Engineering
Project Management
Project Management Tools
Security
Security Automation
Security Devops
Security+
Service Management
Software Development
Software Engineering
Software Security
Systems
Technical Support
Windows Support
Job Description
Support the first line of technical assistance for employees and customers in an Agile IT environment.
Responsibilities
- Respond to incoming help desk requests via phone, email, chat, or the ticketing system
- Perform Tier 1 troubleshooting for hardware, software, network, and account related issues
- Document each interaction, including steps taken and resolution details, directly in the ticketing system
- Resolve issues when possible; for unresolved or complex problems, escalate to Tier Two or specialized support teams
- Assist with password resets, account unlocks, and basic user administration tasks
- Walk users through step-by-step solutions in a clear and patient manner
- Follow established procedures, SLAs, and escalation paths
- Monitor system alerts and report potential issues to senior staff
- Participate in Agile ceremonies as required, including standstands, retros, and sprint planning
Requirements
- 1+ year experience supporting a technical Help Desk, including work with Active Directory and User Permissions, software patch management, computer hardware, operating systems, and/or common business applications
- Demonstrated ability to troubleshoot basic technical issues using documented procedures
- Ability to meet DoD 8570 IAT II requirements by obtaining Security+ or higher within 90 days of hire
- Active TS/SCI clearance or higher required
Technologies
- Active Directory
- Security+
- Linux scripting
- GitLab
- Jira
- Confluence
- ArgoCD
- AWS
- Terraform
- Kubernetes
Bonus Points
- Experience with Linux scripting, GitLab, Jira & Confluence, ArgoCD, AWS, Terraform, Kubernetes, and/or Agile practices
- CompTIA A+ or Network+ (or similar certifications)
- Strong communication skills and a customer first mindset
Location & Salary
- Location: Colorado Springs, CO (onsite)
- Salary: USD 89,000 - 170,200 per year
Similar Jobs
