Help Desk Technician - Tier I/II

About Aardwolf Consulting

Aardwolf Consulting is an IT services firm supporting federal government clients. Our tagline is simple:= Sleep well at night. We deliver reliable, secure IT operations so our clients can focus on their mission.

Position Overview

We're looking for a sharp, customer-focused Help Desk Technician to provide Tier I and Tier II support in a hybrid federal environment. You'll be the first and second line of defense for end users — resolving issues over the phone and via ticket. This role requires real technical aptitude and a willingness to learn fast.

*Must have an active Public Trust Clearance*

This position requires full-time, on-site presence at the client site during an initial 6-month onboarding period (Monday–Friday, 11:30 AM–8:00 PM). Upon successful completion of the onboarding period, the schedule transitions to a hybrid arrangement with approximately 50% remote and 50% on-site.

Responsibilities

• Provide Tier I and Tier II technical support via phone, email, and ServiceNow ticketing system
• Troubleshoot hardware, software, and connectivity issues for Windows endpoints and M365 applications (Outlook, Teams, SharePoint, OneDrive)
• Manage and resolve ServiceNow incidents and service requests within established SLAs
• Perform account administration in Active Directory / Azure AD (password resets, group memberships, access provisioning)
• Support M365 licensing, mailbox configuration, and Teams/SharePoint issues
• Document troubleshooting steps and resolutions clearly in ServiceNow
• Escalate complex issues appropriately while maintaining ownership of the ticket
• Assist with onboarding/offboarding and endpoint setup

Required Qualifications

• Must be a US Citizen with an active Public Trust clearance
• Strong working knowledge of Windows 11 and Microsoft 365 suite
• Familiarity with ServiceNow or a comparable ITSM platform
• Understanding of Active Directory / Azure AD basics
• Excellent phone presence and communication skills — you'll spend significant time supporting users verbally

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, etc.)
• Experience supporting federal government environments
• Familiarity with Intune / endpoint management

Competitive salary commensurate with experience. Full benefits package including health, dental, vision, and 401(k).