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Position Overview

The Senior Help Desk Technician serves as the primary point of contact for advanced technical support at a secure government facility in Jacksonville, Florida. This role provides Tier 2–3 troubleshooting, supervises day-to-day help desk operations, and ensures timely resolution of IT service requests. The position requires both technical expertise and leadership ability to manage priorities, coordinate escalations, and deliver high-quality end-user support in accordance with established service standards.

Key Responsibilities

+ Oversee daily help desk activities, ensuring effective handling of service tickets and adherence to resolution timelines.

+ Provide advanced technical support for desktops, laptops, peripherals, and approved mobile devices.

+ Perform hardware and software installations, upgrades, and system configurations.

+ Ensure compliance with security and configuration baselines for all end-user devices.

+ Serve as a liaison with enterprise-level IT teams for escalated issues or specialized support needs.

+ Mentor and assist junior help desk staff, providing guidance on troubleshooting methods and customer service best practices.

+ Maintain accurate documentation of support activities, resolutions, and asset inventory.

Requirements

Required Qualifications

+ Associate’s or Bachelor’s degree in IT-related field, or equivalent combination of education and experience.

+ 4+ years of experience in help desk or desktop support roles, with at least 1 year in a senior or lead capacity.

+ Strong knowledge of Microsoft Windows, Office 365, and basic networking concepts.

+ Familiarity with device imaging tools, ticketing systems, and cybersecurity compliance requirements.

Certifications

+ CompTIA Security+, Network+, or similar certification required.

+ Additional vendor certifications in Microsoft, Cisco, or ITIL best practices preferred.

Security Requirements

+ Must be eligible for a U.S. Government security clearance at the Secret level.

+ Must complete mandated cybersecurity and privacy training prior to accessing systems.

Benefits

+ Health Care Plan (Medical, Dental & Vision)

+ Retirement Plan (401k, IRA)

+ Life Insurance (Basic, Voluntary & AD&D)

+ Paid Time Off (Vacation, Sick & Public Holidays)

+ Family Leave (Maternity, Paternity)

+ Short Term & Long Term Disability

+ Training & Development

+ Wellness Resources

+ Stock Option Plan