Help Desk

3 days ago

Washington, Washington, D.C., United States CyberStorm Defense L.L.C. Full time

CyberStorm Defense is seeking a Help Desk / Technical Support Specialist to support the Federal Aviation Administration (FAA) and Department of Transportation (DOT) by providing enterprise-level technical support, troubleshooting, and issue resolution for users of FAA's mission-critical systems and applications.

This role supports FAA TechOps (AJW), Enterprise Services (AJM-3), and Program Management Organization (PMO) functions, ensuring high system availability and fast incident response to maintain operational readiness across the National Airspace System (NAS).

Key Responsibilities

  • Provide Tier I–III technical support for FAA systems, applications, and user accounts.
  • Respond to, diagnose, and resolve hardware, software, and network issues via phone, email, and ticketing systems.
  • Monitor and maintain IT service management (ITSM) tools such as ServiceNow or Remedy.
  • Document incidents, service requests, and resolutions following AMS-compliant ITSM processes.
  • Install, configure, and troubleshoot Windows, Linux, and cloud-based systems in enterprise environments.
  • Support VPN, Active Directory, multi-factor authentication (MFA), and endpoint management tasks.
  • Escalate complex technical issues to specialized engineering teams as needed.
  • Support asset management, patch deployment, and system lifecycle tracking.
  • Contribute to knowledge base documentation and continuous improvement of service delivery metrics.

Mandatory Qualifications

  • 5 + years of IT service desk or systems support experience in federal, aviation, or enterprise environments.
  • Strong knowledge of Windows 10/11, Office 365, Active Directory, and VPN administration.
  • Familiarity with ITIL v4, ServiceNow, or other ticket management platforms.
  • Excellent problem-solving, communication, and documentation skills.
  • Bachelor's degree in Information Systems, Computer Science, or related field (or equivalent experience).

Preferred Qualifications

  • Prior experience supporting FAA TechOps (AJW) or Enterprise Services (AJM-3) operations.
  • Certifications: CompTIA A+, Network+, Security+, Microsoft MCP, or ITIL Foundation.
  • Knowledge of Zero Trust endpoint security, mobile device management (MDM), and FAA cybersecurity controls.
  • Experience supporting users in 24/7 mission-critical operational environments.
  • Active Public Trust or Secret clearance preferred.

About CyberStorm Defense

CyberStorm Defense is an SBA 8(a), MBE/DBE-certified small business headquartered in the National Capital Region. We deliver cybersecurity, systems engineering, and aviation modernization services to civilian and defense clients.

Job Types: Full-time, Contract

Pay: $80, $110,000.00 per year

Benefits:

  • 401(k)
  • Health insurance
  • Vision insurance

Work Location: Hybrid remote in Washington, DC 20004

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