IT Help Desk Specialist

About the Role  

We are seeking an IT Help Desk Specialist to own day-to-day end user support for a fast-growing, defense-focused organization of 70+ employees. This role is the first point of contact for IT requests, manages the user account lifecycle, and builds out our self-service Knowledge Base. You will work in a Microsoft 365 environment with a strong emphasis on security and compliance. 

This is an ideal opportunity for someone who enjoys being the go-to problem solver, takes pride in delivering excellent employee support, and wants exposure to a security-conscious defense-tech environment. 

Key Responsibilities  

• Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels 

• Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment 

• Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications 

• Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal 

• Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides 

• Enroll, inventory, and support devices through Microsoft Intune and the RMM platform 

• Reset passwords and support MFA enrollment and sign-in issues 

• Maintain accurate asset and license records 

• Follow security and compliance procedures in all support activities, and report suspected security incidents promptly 

• Identify recurring issues and recommend process or tooling improvements 

 Required Qualifications  

• 2+ years of help desk or desktop support experience 

• Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses 

• Working knowledge of Windows and macOS troubleshooting 

• Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management 

• Strong written communication skills, with the ability to write clear end user documentation 

• Customer-focused approach and the ability to manage multiple requests at once 

• U.S. Citizenship Required 

Preferred Qualifications  

• Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne 

• Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks 

• Experience supporting a defense contractor or other regulated environment 

• CompTIA A+, Security+, or Microsoft 365 certifications (e.g., MD-102, MS-900) 

• Ability to obtain and maintain a U.S. security clearance 

What We Offer:  

• A fully remote work environment 

• Competitive salary, bonus, and equity package 

• 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family 

• Unlimited PTO, with your manager’s approval 

• Flexible work environment where you manage your work day 

• 14 weeks of fully-paid parental leave 

Salary Range: $65,000-$75,000. This represents the typical salary range for this position based on experience, skills, and other factors.