Help Desk Technician - Tier 1

Work Arrangement

This is an onsite position at MacDill Air Force Base in Tampa, FL

Job Overview

The Help Desk Technician Tier 1 (Junior) provides frontline technical support to end users across the organization. This role performs initial troubleshooting, resolves basic technical issues, and ensures accurate documentation of incidents. The technician works in a fast-paced, 24/7/365 operational environment supporting critical C2ISR systems and user communities.

Essential Functions

• Perform initial diagnostic steps to identify and assess technical issues, following established troubleshooting scripts and procedures.
• Provide basic technical assistance for common hardware, software, and system issues related to C2ISR platforms.
• Support users with account lockouts, password resets, and basic network connectivity checks.
• Escalate complex, high-impact, or unresolved issues to higher-tier support teams, providing clear, concise, and complete problem descriptions.
• Gather and document detailed information from users to support accurate incident reporting and resolution tracking.
• Contribute to maintaining the help desk knowledge base, including documenting frequently asked questions and standard resolutions.
• Adhere to established help desk policies, procedures, and service-level standards for incident logging, communication, and closure.
• Participate in shift work to support 24/7/365 operations, including nights, weekends, and holidays as required.
• Perform other duties as required.

Standard Essential Functions

• Regular and reliable attendance on a full time basis [or in accordance with posted schedule].
• Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Embodies AEVEX’s cultural values and aligns daily actions with department goals and company culture.

Qualifications and Competencies

• Working knowledge of:
• Service desk ticketing systems such as ServiceNow and Remedy
• Knowledge base and documentation repositories
• Remote support tools including Microsoft Remote Desktop and TeamViewer
• Collaboration platforms such as Microsoft Teams, Zoom, and Outlook
• PC diagnostic utilities and basic network connectivity testers
• Audio/visual troubleshooting tools
• Inventory and asset management systems
• Standard documentation templates for procedures, workflows, and trouble logs

Education / Certifications

• Must complete DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level
• Obtain CE/Operating System (OS) certificate within six months of the assignment.

Experience

• Minimum of 1 year experience as a Help Desk Technician Tier 1 with a BS/BA or 5 years' experience with no degree.
• DoD 8140 role for WRC: 411; Element: IT; Work Role: Technical Support Specialist; Proficiency Level: Basic / ability to obtain

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions. While performing the duties the employee is:

Frequently required to sit, and to reach to use computers and other office equipment

Security Clearance

• Active TS/SCI DoD clearance, and ability to maintain TS/SCI
• U.S. Citizenship required.