MSM Technology

Builds and secures federal information systems

IT Technician Intermediate

IT Service Desk & End User SupportUpdated on Nov 11

Full-timeFort Novosel, AL, USA$40k - $47k /yrIn-person

About the Job

Requirements

Current Security+ CE certification (IAT Level II) is required.
An active Department of Defense Secret clearance is required.
Strong communication and customer service skills are required to support technical and non-technical users.
Familiarity with imaging, deployment, and configuration management tools is required.
Ability to document procedures and train others effectively is required.
Proficiency with Windows operating systems, Office 365, and enterprise device troubleshooting is required.
Experience using ticketing systems such as ServiceNow or Remedy is required.

Responsibilities

Act as Tier II support by managing escalated incidents and service requests.
Troubleshoot and resolve complex issues with Windows operating systems, Office 365, laptops, desktops, mobile devices, and network-connected peripherals such as printers and multifunction printers.
Configure, maintain, and support end-user hardware and software while ensuring compliance with Department of Defense standards.
Perform system imaging and Preboot eXecution Environment deployments for new and replacement equipment.
Conduct root cause analysis and implement corrective and preventive actions to reduce recurring incidents.
Monitor and manage ticket queues by validating, triaging, and routing requests to the correct support teams while ensuring timely resolution.
Support network connectivity, virtual private network access, and endpoint security compliance.
Provide user guidance, technical training, and mentorship for junior technicians.
Deliver white-glove support for VIP and high-priority users with professionalism and discretion.
Maintain thorough documentation of processes, incidents, and resolutions in the ticketing system.

Desired Qualifications

Familiarity with Microsoft Azure processes and workflows is desired.
Two to four years of IT support experience in help desk, desktop support, or an equivalent role is desired.

Description

MSM is seeking a qualified Temporary IT Technician to support our client during an anticipated extended employee absence. This full-time temporary assignment is expected to begin late December 2026 and continue through approximately October 8, 2027. This temporary assignment does not guarantee continued employment or conversion to a regular position.

Act as Tier II support, managing escalated incidents and service requests.
Troubleshoot and resolve complex issues with Windows operating systems, Office 365, laptops, desktops, mobile devices, and network-connected peripherals (e.g., printers, MFPs).
Configure, maintain, and support end-user hardware and software, ensuring compliance with DoD standards.
Perform system imaging and PXE deployments for new and replacement equipment.
Conduct root cause analysis and implement corrective/preventive actions to reduce recurring incidents.
Monitor and manage ticket queues, validating, triaging, and routing requests to the correct support teams while ensuring timely resolution.
Support network connectivity, VPN access, and endpoint security compliance.
Provide user guidance, technical training, and mentorship for junior technicians.
Deliver white-glove support for VIP and high-priority users with professionalism and discretion.
Maintain thorough documentation of processes, incidents, and resolutions in the ticketing system.

Requirements

Required Skills:

Current Security+ CE Certification (IAT Level II).
Active DoD Secret Clearance.
Strong communication and customer service skills, with proven ability to support both technical and non-technical users.
Familiarity with imaging, deployment, and configuration management tools.
Ability to document procedures and train others effectively.
Proficiency with Windows operating systems, Office 365, and enterprise device troubleshooting.
Experience using ticketing systems such as ServiceNow or Remedy.

Desired Experiences:

Familiar with Microsoft Azure process and workflows
2–4 years of IT support experience in help desk, desktop support, or equivalent role.

About the Company

MSM Technology

Builds and secures federal information systems

MSM Technology designs and runs information systems for U.S. defense and federal civilian agencies, combining network engineering with software development and cybersecurity. Its teams build automated infrastructure and connect systems used by dispersed agency staff, with work spanning secure hybrid cloud environments, data centers and mission-critical applications. Agencies buy its engineering, implementation and ongoing operational support under contracts for government IT projects; the company also integrates security and compliance checks into software development. MSM Technology was founded in 2004 and is headquartered in Quantico, Virginia.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Quantico, VA
Founded: 2004

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