Help Desk Technician

Overview

Ignite is an ISO 9001:2015 and CMMI Services Level 3 and Development Level 2 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space.

The Help Desk Technician provides Tier I and Tier II technical support to end users in support of mission-critical government systems. This role is responsible for responding to user incidents and service requests, troubleshooting hardware and software issues, and documenting resolutions within the service management system. The Help Desk Technician ensures timely, professional customer support while adhering to established procedures, service level agreements (SLAs), and security requirements in a cleared environment.

This position is contingent upon contract award.

• Provide Tier I and Tier II technical support for end users, resolving incidents related to hardware, software, and system access.
• Receive, log, track, and manage service tickets in accordance with established ITSM processes and SLAs.
• Diagnose and troubleshoot technical issues, escalating unresolved or complex problems to higher-tier support as appropriate.
• Communicate clearly and professionally with users regarding issue status, resolution steps, and follow-up actions.
• Document incident resolutions, troubleshooting steps, and knowledge articles to support continuous improvement.
• Support account management activities, including password resets, access requests, and basic system configuration.
• Ensure compliance with security policies, procedures, and operational standards when handling user requests.

Minimum Education and Qualifications – Journeyman Level:

• Bachelor’s degree in Information Technology, Computer Science, or a related field

Required Experience:

• Minimum of 5+ years of experience providing customer support, technical troubleshooting, and service ticket management.
• Experience supporting users in an IT service desk or help desk environment.
• Strong customer service, communication, and documentation skills.

Preferred Experience:

• CompTIA A+
• CompTIA Network+
• ITIL Foundation or equivalent certification