Help Desk Technician

About the role

Trace Systems is looking for a customer‑focused Help Desk Technician to provide first‑line support for classified and unclassified networks in Saudi Arabia. The role involves receiving incidents, diagnosing issues, restoring services and coordinating escalations.

Key responsibilities

• Receive incidents and service requests via telephone, email, walk‑in, remote‑support tools and the government‑approved ticketing system.
• Create, categorize, prioritize, assign, update, track and close tickets with full documentation of troubleshooting, escalation and resolution.
• Provide Tier I support for desktops, laptops, monitors, docking stations, printers, scanners, smart‑card readers and approved peripherals.
• Troubleshoot Microsoft Windows, Office, Outlook, Teams, approved browsers, Adobe products and other enterprise applications.
• Assist with CAC authentication, certificate issues, password resets, account unlocks, profile management, printer mapping, shared‑drive access and approved access requests.
• Perform basic Ethernet, wireless, VPN, TCP/IP, DNS, DHCP and local connectivity troubleshooting.
• Install and configure approved client software, peripherals, workstation settings and remote‑support sessions within authorized scope.
• Support workstation setup, equipment replacement, office moves, technology refresh and basic VTC/conference‑room requirements.
• Escalate advanced issues to Desktop, Systems, Network, Voice, VTC, SharePoint, Cybersecurity or external support teams while retaining ticket ownership.
• Meet priority and response requirements for mission‑critical outages, VIP work stoppages, cybersecurity incidents and enterprise disruptions.
• Communicate professionally with military leaders, government civilians, mission partners and distinguished visitors.
• Contribute to knowledge articles, troubleshooting guides, recurring‑issue analysis and service‑improvement activities.
• Follow cybersecurity, approved‑software, removable‑media, information‑protection and Government Furnished Equipment accountability requirements.
• Participate in after‑hours, emergency recall and on‑call support as assigned.

Required profile

• Active, in‑scope US Government Secret clearance.
• US citizenship.
• Minimum three years of help desk, service desk, desktop support or enterprise technical support experience.
• Must meet DoD 8140 qualification requirements for Work Role 411 – Technical Support Specialist, Intermediate level (qualifiable through education, military training, certifications or a combination).
• Bachelor’s degree in Information Technology, Cybersecurity, Computer Science or a related field, or equivalent experience/certifications.

Required skills

• Microsoft Windows
• Microsoft Office (Outlook, Teams)
• Adobe products
• CAC authentication
• Password reset & account unlock procedures
• Printer mapping & shared‑drive access
• Ethernet, Wi‑Fi, VPN
• TCP/IP, DNS, DHCP
• Remote‑support tools
• Ticketing systems
• VTC (video‑teleconference) equipment
• SharePoint
• Basic cybersecurity principles