Service Desk Support Personnel

Overview
cyDaptiv Solutions is seeking Service Desk Support Personnel to provide comprehensive Level 1 and Level 2 IT service desk support in support of enterprise government programs. This individual will serve as an essential frontline resource, ensuring continuous system operations, user support, and ticket resolution across various classified and unclassified networks.

The ideal candidate is a proactive problem solver who excels at maintaining end-user productivity, resolving technical issues, and supporting enterprise IT infrastructure. This position works closely with team leads and customer stakeholders to maintain a secure, reliable, and compliant IT environment.

Service Desk Support Personnel Responsibilities

• Serve as the primary point of contact for internal and customer IT support, taking full ownership of end-user issues through resolution.
• Log, track, and manage trouble tickets in government-designated ticketing systems while meeting established service level agreement (SLA) timelines.
• Provide end-user hardware touch-maintenance, configuration, and troubleshooting for desktops, laptops, printers, scanners, mobile devices, and peripherals.
• Install, configure, and troubleshoot client software, email systems, file-shares, network connections, and web application access.
• Deliver technical assistance and ad-hoc COTS software guidance to help workforce productivity. Coordinate with higher-level engineering teams, specialized vendor support, and network administrators to escalate complex technical issues.
• Identify ticket trends and service patterns to detect potential network outages or system-wide configuration issues.
• Facilitate customer satisfaction surveys and log system outage details for quality assurance monitoring.
• Assist with technical documentation, standard operating procedures, and regular performance activity reporting.

Qualifications

• 2+ years of experience within the last 4 years performing IT Service Desk tasks.
• General knowledge of Windows operating systems and enterprise IT environments.
• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Cybersecurity, or a related field (can be waived with 4+ continuous years of direct Service Desk experience).
• Active DoD 8570.01-M / DoD 8140 IAT Level II certification (e.g., Security+ CE, CCNA Security, CySA+).
• Active Secret security clearance.
• Excellent written and verbal communication skills.

Preferred Certifications

• ITIL Foundation
• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate
  

Job Type

• Full-time
• OCONUS position located in the Republic of Korea (Camp Carroll).
• Shift/Duty hours: Standard daytime duty hours, with periodic support required for operational exercises or contingencies
• SOFA status eligible with competitive benefits package
  

About cyDaptiv Solutions
cyDaptiv Solutions, Inc. is a firm specializing in Systems Engineering, Cybersecurity Solutions Integration, Risk Management & Compliance, IT Services, and Project Management. cyDaptiv's Information Technology professionals have significant experience delivering services for enterprise-scale IT systems in a variety of DoD environments. Led by PMP-certified Project Managers, cyDaptiv's skilled and experienced technology professionals deliver high-impact results in short-term focused engagements and long-term IT service and support delivery in both CONUS and OCONUS locations. We have dynamic teams supporting projects throughout the United States, and internationally.