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).
