Service Desk Technician

Job Location: Huntsville, AL
Salary Range: $58,000 – $70,000
Full/Part Time: Full Time
Hybrid/Remote/Onsite: Onsite
Expected Hours: 40 hrs./week

Primary Technical Area(s):
• Tier I/II IT Support
• Hardware and Software Troubleshooting
• Customer Service / End User Support

Company Introduction:
A growing family-owned small business focusing on providing IT infrastructure and service delivery consulting to mid-level and enterprise organizations in the government and private sectors. Headquartered in Fort Mill, SC, CB5 has several offices in the local area as well as others within the US and globally.

Position Overview:
This is a great opportunity to join a growing team and support mission-driven IT operations for government and enterprise clients. The Service Desk Technician will be the first line of technical support for end-users, resolving issues related to hardware, software, network, and applications. The ideal candidate will be customer-focused, highly organized, and able to handle multiple priorities in a fast-paced environment.

Responsibilities:
• Serve as the initial point of contact for end-user support requests via phone, email, or ticketing system
• Troubleshoot and resolve basic IT issues with laptops, desktops, and mobile devices
• Perform password resets, user account creation, and permission changes using Active Directory
• Document all issues and resolutions in the ticketing system
• Escalate complex issues to Tier II or other appropriate teams
• Assist with hardware setups, software installations, and peripheral configurations
• Follow standard operating procedures and contribute to knowledge base documentation

Manages Others?: No

Qualifications:
• Strong interpersonal skills and ability to communicate technical information to non-technical users
• Ability to remain calm under pressure and handle sensitive situations professionally
• Prior help desk or service desk experience preferred
• Excellent time management and documentation practices

Years of experience: 1–3 years

Career Level: Associate Engineer

Certification Requirements:
• CompTIA A+ or HDI Support Center Analyst (preferred)
• Security+ (required or must be able to obtain within 90 days per DoD 8570 compliance)

Education Requirements:
• High School Diploma or equivalent (required)
• Associate degree or relevant technical training preferred

Security Requirements:
• Must be a U.S. Citizen
• Must be able to obtain a DoD Security Clearance (Secret or Top Secret preferred)