Help Desk Technician

Job Summary

Trace Systems Inc. seeks customer-oriented Help Desk Technicians to join their Riyadh, Saudi Arabia contract. This position acts as the initial contact for users accessing secured and open networks, handling incident reporting, diagnosis, and resolution coordination.

Key Responsibilities

• Handle incidents and service requests received via phone, email, walk-in, remote tools, and the authorized government ticket system.
• Log, categorize, prioritize, assign, update, track, and close support tickets with detailed customer interactions, troubleshooting, escalations, and solutions.
• Deliver Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart-card readers, and designated peripherals.
• Troubleshoot Microsoft Windows, Office suite, Outlook, Teams, approved web browsers, Adobe software, and other enterprise applications.
• Assist with Common Access Card authentication, certificate errors, password resets, account unlocking, profiles, printer setups, shared drives, and approved access requests.
• Conduct basic network troubleshooting including Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity issues.
• Install and configure authorized client software, peripherals, workstation settings and execute remote support within permitted limits.
• Support workstation deployments, equipment replacement, office relocations, technology refreshes, and assist with video teleconferencing and conference room requirements.
• Escalate complex problems to specialized teams (Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity) while maintaining ticket ownership.
• Respond promptly to mission-critical outages, VIP disruptions, cybersecurity incidents, and enterprise-wide interruptions.
• Maintain professional communication with military leaders, government personnel, partners, and distinguished visitors.
• Contribute to creation of knowledge base articles, troubleshooting documentation, and participate in ongoing service improvement initiatives.
• Adhere strictly to cybersecurity, approved software usage, removable media policies, information protection, and government property accountability.
• Participate in after-hours support, emergency call-backs, and on-call duties as assigned.

Required Qualifications

• Active US Government Secret clearance applicable to the scope.
• US citizenship mandated due to contract requirements.
• Minimum three years in help desk, service desk, desktop, or enterprise technical support roles.
• Compliance with DoD 8140 standards for Work Role 411 – Technical Support Specialist at intermediate proficiency via education, military training, certifications, or combinations thereof.
• Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or relevant military communications/networking courses.
• Recognized certifications such as Security+, CySA+, SSCP, GSEC, CEH, CCNA, or other DoD 8140-approved credentials; advanced proficiency or equivalent DoD 8140 certifications also acceptable.
• Proven experience with Microsoft Windows workstations, Office applications, endpoint hardware, printers, peripherals, email, and basic network troubleshooting.
• Familiarity with enterprise ticketing platforms like ServiceNow, Remedy, or AESMP.
• Knowledge of Active Directory user management, TCP/IP, DNS, DHCP, VPN, wireless networking, and authentication methods.
• Ability to document technical steps comprehensively, prioritize tasks, and communicate progress clearly.
• Exceptional customer service, analytical thinking, organizational aptitude, and problem-solving skills.
• Valid US driver’s license and willingness to relocate to Riyadh, Saudi Arabia.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, ITIL Foundation, or HDI.
• Experience with NIPRNet, SIPRNet, Microsoft 365, CAC middleware, VPN clients, SCCM/MECM, or Intune support.
• Familiarity with video teleconferencing setups, SharePoint permission management, and shared-drive access.
• Background in DoD, USARCENT, CENTCOM, NETCOM, DISA, overseas deployments, contingency operations, or military communications.

Education

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or allied fields is standard; associate degrees, military training, or equivalent experience may be considered in lieu.

About Trace Systems

Trace Systems, based in Vienna, Virginia, specializes in supporting US national security through cybersecurity, intelligence, communications, networking, and IT solutions for Department of Defense, Intelligence Community, and Homeland Security.

Equal Opportunity Statement

Trace Systems is committed to equal opportunity and affirmative action, ensuring all qualified applicants are considered without discrimination on any protected attributes.