IT Help Desk Specialist at DEFCON AI

Job description

ABOUT DEFCON AI RESILIENCE IN THE FACE OF DISRUPTION. DEFCON AI is an insights company that leverages artificial intelligence, mathematical optimization, data analytics, and software engineering for resilient optimization of complex systems. In today’s dynamically changing world, DEFCON AI’s technology aligns outcomes with operational goals, better decision making, and empowers customers to anticipate assess, and mitigate the impacts of disruptions. About the Role We are seeking an IT Help Desk Specialist to own day-to-day end user support for a fast-growing, defense-focused organization of 70+ employees. This role is the first point of contact for IT requests, manages the user account lifecycle, and builds out our self-service Knowledge Base. You will work in a Microsoft 365 environment with a strong emphasis on security and compliance. This is an ideal opportunity for someone who enjoys being the go-to problem solver, takes pride in delivering excellent employee support, and wants exposure to a security-conscious defense-tech environment. Key Responsibilities Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides Enroll, inventory, and support devices through Microsoft Intune and the RMM platform Reset passwords and support MFA enrollment and sign-in issues Maintain accurate asset and license records Follow security and compliance procedures in all support activities, and report suspected security incidents promptly Identify recurring issues and recommend process or tooling improvements Required Qualifications 2+ years of help desk or desktop support experience Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses Working knowledge of Windows and macOS troubleshooting Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management Strong written communication skills, with the ability to write clear end user documentation Customer-focused approach and the ability to manage multiple requests at once U.S. Citizenship Required Preferred Qualifications Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks Experience supporting a defense contractor or other regulated environment CompTIA A+, Security+, or Microsoft 365 certifications (e.g., MD-102, MS-900) Ability to obtain and maintain a U.S. security clearance What We Offer: A fully remote work environment Competitive salary, bonus, and equity package 100% employer paid, comprehensive health insurance including medical, dental, and vision for you and your family Unlimited PTO, with your manager’s approval Flexible work environment where you manage your work day 14 weeks of fully-paid parental leave Salary Range: $65,000-$75,000. This represents the typical salary range for this position based on experience, skills, and other factors. We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. Applicant Data Disclosure By submitting an application, you acknowledge that Defcon AI uses third-party service providers to facilitate its recruitment and hiring processes. These providers include applicant tracking systems, candidate verification platforms, and fraud detection tools (collectively, "Hiring Platforms"). Your application materials, including your résumé, cover letter, work samples, responses to application questions, and any other information you submit, may be transmitted to and processed by these Hiring Platforms for the following purposes: Managing and administering your application throughout the hiring process; Verifying the accuracy and authenticity of application materials, including by cross-referencing information you provide against publicly available sources and proprietary databases; Identifying indicators of potentially fraudulent, fabricated, or materially misleading application content, including but not limited to discrepancies between submitted materials and publicly available professional profiles, geographic anomalies, and fabricated work histories. Applications that are flagged through this process as containing indicators of fraud or material misrepresentation may be declined from further consideration. If you have questions about the status of your application or the evaluation process, please contact recruiting@defconai.com . Defcon AI requires its Hiring Platform providers to process your information solely for the purposes described above and in accordance with applicable law. Your information will be retained only for as long as necessary to fulfill these purposes and any applicable legal obligations, after which it will be deleted in accordance with Defcon AI's data retention policies. For more information about how your data is used, please refer to our Privacy Policy and Applicant Privacy Notice .

Requirements

Must-haves

Manage the help desk ticket queue in Zendesk, triaging, resolving, and escalating requests within defined service levels
Provide Tier 1 and Tier 2 support for Windows and macOS endpoints, Microsoft 365 applications, mobile devices, and conference room equipment
Own the account lifecycle: create, modify, and deactivate user accounts in Microsoft Entra ID and connected SaaS applications
Execute new hire onboarding and employee offboarding, including device provisioning, license assignment, and access removal
Expand and maintain the IT Knowledge Base with clear, accurate how-to articles and troubleshooting guides
Enroll, inventory, and support devices through Microsoft Intune and the RMM platform
Reset passwords and support MFA enrollment and sign-in issues
Maintain accurate asset and license records
Follow security and compliance procedures in all support activities, and report suspected security incidents promptly
Identify recurring issues and recommend process or tooling improvements
2+ years of help desk or desktop support experience
Hands-on experience administering Microsoft 365 and Entra ID user accounts, groups, and licenses
Working knowledge of Windows and macOS troubleshooting
Experience with a ticketing system such as Zendesk, ServiceNow, or Jira Service Management
Strong written communication skills, with the ability to write clear end user documentation
Customer-focused approach and the ability to manage multiple requests at once
U.S. Citizenship Required

Nice-to-haves

Experience with Microsoft Intune, Conditional Access, or an RMM platform such as NinjaOne
Familiarity with CMMC, NIST SP 800-171, or other federal compliance frameworks
Experience supporting a defense contractor or other regulated environment
CompTIA A+, Security+, or Microsoft 365 certifications (e.g., MD-102, MS-900)
Ability to obtain and maintain a U.S. security clearance

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

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Benefits

Benefits detected in the listing.

Health Insurance

Dental

Vision

Pto

Parental Leave