Serve as the primary point of contact for IT support at the USAF Academy MTF, handling requests and incidents via service desk tickets or in person.
Troubleshoot and resolve hardware, software, operating system, printer, and connectivity issues for end users.
Provide desk-side and remote technical support for problems not resolved by enterprise IT teams (such as the DHA Global Service Center).
Manage lifecycle operations for desktops, laptops, printers, tablets, and other IT equipment, including installation, configuration, maintenance, documentation, and inventory tracking.
Assist with user account creation, identity management, and access controls within Active Directory and enterprise systems.
Support the maintenance of workstation and laptop software/hardware baselines and ensure patching and cybersecurity compliance.
Install, remove, and troubleshoot authorized software/applications.
Maintain compliance with all Department of Defense (DoD) and Defense Health Agency (DHA) cybersecurity, privacy, and training requirements, including completion of mandatory annual training.
Support site telecommunications systems, coordinate installation/moves/changes for telephones and other devices, and assist with cable management and device documentation.
Communicate and collaborate with the Government Task Manager and other technical staff to ensure service delivery standards are met.
Document technical actions, update knowledge bases, and provide first-level training to end users as needed.
Participate in required onboarding, orientation, ongoing training, and security processes.

Requirements

High School Diploma or GED required; Associate’s Degree in Computer Science, Information Technology, or related field preferred.
Experience in IT support, systems administration, desktop support, or help desk roles (preferably in a DoD, government, or healthcare environment).
Must meet DoD 8140/8570 baseline certification requirements for IT/IA personnel (e.g., CompTIA Security+ CE, Network+ CE, or equivalent).
Ability to troubleshoot and support Windows operating systems, desktops/laptops, printers, and common software in an enterprise environment.
Experience with Active Directory user and group management.
Familiarity with IT ticketing systems (Remedy, ServiceNow, or similar).
Good verbal and written communication abilities.
Strong customer service skills; ability to work cooperatively with users, teammates, and government staff.
Ability to lift up to 44 pounds, and occasionally crawl under desks/tables for troubleshooting.

Benefits

Comprehensve benefits package
Health insurance
Paid leave
Retirement plans
Insurance programs
Education and training assistance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootinghardware supportsoftware supportoperating system supportprinter supportconnectivity issues resolutionuser account creationidentity managementaccess controlscybersecurity compliance

Soft Skills

communicationcollaborationcustomer servicetrainingproblem-solvingteamworkdocumentationorganizationadaptabilityattention to detail

Certifications

CompTIA Security+ CECompTIA Network+ CEDoD 8140 certificationDoD 8570 certification