Help Desk Agent

2 days ago


Vienna, Virginia, United States AET Federal Inc. Full time

Benefits:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Vision insurance

AET Federal is seeking experienced
Help Desk Agents
to join our team supporting a federal program in
Tysons, VA
. This is a full-time,
on-site
position requiring a candidate who either holds an active
Public Trust clearance
or is
clearable
. The ideal candidate will bring 3–5 years of Tier I/II support experience in a fast-paced IT service desk environment, with a strong commitment to customer service and technical problem resolution.

Key Responsibilities:

  • Provide first-level contact and problem resolution for users with hardware, software, and application issues
  • Support Windows OS, Microsoft Office Suite, VPN, and various agency-specific systems
  • Document all interactions using a ticketing system and ensure timely issue resolution
  • Escalate complex or unresolved issues to Tier III support when necessary
  • Follow standard help desk procedures and contribute to knowledge base documentation
  • Maintain confidentiality and security protocols related to federal systems and data

Requirements:

  • Must have Public Trust clearance or be eligible to obtain one
  • 3–5 years of IT help desk or technical support experience
  • Able to commute to Tysons, VA and work flexible hours (some weekends)

  • Strong knowledge of Microsoft 365, Active Directory, VPN, and remote support tools

  • Familiarity with ticketing systems such as ServiceNow, Remedy, or Jira
  • Excellent written and verbal communication skills
  • Ability to work independently and in a collaborative team environment


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