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Help Desk Agent (Public Trust/ Eligible - On-Site) Tysons

Help Desk Agent (Public Trust/ Eligible - On-Site)

Full Time • Tysons
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

Compensation: $55,000.00 - $65,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.





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