About Aardwolf Consulting

Aardwolf Consulting is an IT services firm supporting federal government clients. Our tagline is simple: Sleep well at night. We deliver reliable, secure IT operations so our clients can focus on their mission.

Position Overview

We're looking for a sharp, customer-focused Help Desk Technician to provide Tier I and Tier II support in a hybrid federal environment. You'll be the first and second line of defense for end users — resolving issues over the phone and via ticket. This role requires real technical aptitude and a willingness to learn fast.

*Must have an active Public Trust Clearance*

This position requires full-time, on-site presence at the client site during an initial 6-month onboarding period (Monday–Friday, 11:30 AM–8:00 PM). Upon successful completion of the onboarding period, the schedule transitions to a hybrid arrangement with approximately 50% remote and 50% on-site.

Responsibilities

Provide Tier I and Tier II technical support via phone, email, and ServiceNow ticketing system
Troubleshoot hardware, software, and connectivity issues for Windows endpoints and M365 applications (Outlook, Teams, SharePoint, OneDrive)
Manage and resolve ServiceNow incidents and service requests within established SLAs
Perform account administration in Active Directory / Azure AD (password resets, group memberships, access provisioning)
Support M365 licensing, mailbox configuration, and Teams/SharePoint issues
Document troubleshooting steps and resolutions clearly in ServiceNow
Escalate complex issues appropriately while maintaining ownership of the ticket
Assist with onboarding/offboarding and endpoint setup

Required Qualifications

Must be a US Citizen with an active Public Trust clearance
Strong working knowledge of Windows 11 and Microsoft 365 suite
Familiarity with ServiceNow or a comparable ITSM platform
Understanding of Active Directory / Azure AD basics
Excellent phone presence and communication skills — you'll spend significant time supporting users verbally

Preferred Qualifications

CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, etc.)
Experience supporting federal government environments
Familiarity with Intune / endpoint management

Competitive salary commensurate with experience. Full benefits package including health, dental, vision, and 401(k).

Aardwolf Consulting LLC

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Help Desk Technician - Tier I/II