IT Help Desk Specialist

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.