IT Help Desk Technician

Position Summary

MSM North America is seeking a motivated and service-oriented IT Help Desk Technician to provide technical support for employees in a defense and U.S. Government contracting environment.

This role will support day-to-day IT operations, including troubleshooting user issues, setting up devices, assisting with Microsoft 365 applications, supporting account access, and helping maintain secure technology practices. The position is ideal for someone early in their IT career who has strong customer service skills, a solid technical foundation, and an interest in growing within cybersecurity, cloud administration, and government compliance environments.

The IT Help Desk Technician will work closely with internal leadership and external IT/cybersecurity partners to support secure, reliable, and compliant IT operations.

Key Responsibilities

Help Desk Support

• Provide first-level technical support to employees for hardware, software, account access, connectivity, printer, and general IT issues.
• Respond to help desk tickets, emails, and user requests in a timely and professional manner.
• Troubleshoot common issues related to laptops, desktops, mobile devices, Microsoft 365, Teams, Outlook, SharePoint, VPN access, and network connectivity.
• Escalate complex technical, cybersecurity, or infrastructure issues to appropriate internal or external support resources.
• Document support requests, troubleshooting steps, resolutions, and recurring issues.

Device & User Account Support

• Assist with onboarding and offboarding activities, including device setup, account provisioning, access changes, and equipment return.
• Set up, configure, and maintain laptops, desktops, printers, peripherals, and standard business applications.
• Support user account management in Microsoft 365, Azure Active Directory / Microsoft Entra ID, and related systems.
• Assist with password resets, MFA setup, group memberships, and basic permissions requests.
• Maintain accurate IT asset inventory and device assignment records.

Microsoft 365 & Cloud Support

• Provide basic support for Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
• Assist users with file access, collaboration tools, mailbox issues, calendar problems, and application troubleshooting.
• Support endpoint enrollment and basic device management activities through Intune, as directed.
• Assist with GCC High user access and troubleshooting under the guidance of senior technical resources or external partners.

Cybersecurity & Compliance Support

• Follow IT security procedures designed to support CMMC Level 2, NIST SP 800-171, and federal cybersecurity requirements.
• Help enforce basic security practices, including MFA, password hygiene, secure device use, and data protection procedures.
• Assist with phishing awareness, user training, and reporting suspicious emails or security events.
• Support documentation and evidence collection for audits, assessments, and compliance activities.
• Escalate suspected cybersecurity incidents, access issues, or policy violations promptly.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred; equivalent experience will be considered.
• 1–3 years of experience in help desk, desktop support, technical support, or a similar Tier 1 IT role.
• Experience supporting Windows laptops/desktops, Microsoft 365, Outlook, Teams, and common business applications.
• Basic familiarity with user account administration, MFA, password resets, permissions, and endpoint troubleshooting.
• Exposure to Azure Active Directory / Microsoft Entra ID, Intune, or Microsoft Defender preferred.
• Exposure to defense, aerospace, manufacturing, or U.S. Government contracting environments preferred, but not required.
• Basic understanding of cybersecurity best practices; familiarity with CMMC or NIST SP 800-171 is a plus.
• Strong customer service, communication, organization, and problem-solving skills.
• Ability to follow documented procedures, escalate appropriately, and maintain confidentiality.

Skills & Certifications

Preferred Skills

• Windows desktop and laptop troubleshooting
• Microsoft 365, Outlook, Teams, SharePoint, and OneDrive support
• Basic Azure AD / Microsoft Entra ID administration
• Password resets, MFA support, and access troubleshooting
• Ticketing system documentation and issue tracking
• Hardware setup, imaging, peripheral support, and asset tracking
• Basic networking concepts, including Wi-Fi, VPN, DNS, DHCP, and LAN connectivity
• Security awareness and data protection best practices

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Fundamentals
• Microsoft Certified: Azure Fundamentals
• Microsoft Certified: Security, Compliance, and Identity Fundamentals

Work Environment

This is a full-time, onsite position based at MSM's St. Petersburg, FL headquarters. The IT Help Desk Technician will support employees across the organization and work with leadership, program teams, and external IT/cybersecurity partners to maintain secure and reliable technology operations.

• U.S. Persons required.
• Ability to obtain and maintain a U.S. Government Security Clearance preferred.