IT Helpdesk Support Technician

Torch Technologies

Thank you for your interest in employment with Torch Technologies. We are a 100% employee-owned, Certified Great Place To Work and named Best Places to Work in Huntsville/Madison County, headquartered in Huntsville, AL. Our team provides superior research, development, and engineering services to the Federal Government and Department of War. As one of the nation's top 100 defense companies, the services we provide directly support the men and women who serve our country. Our corporate mission sums up the pride our employee-owners take in the work we do: "Lighting the Pathway of Freedom". And, as a Certified Evergreen ESOP, we have made the commitment to grow and sustain our company for the next 100 years! Come grow with us!

Torch Technologies is seeking a IT Helpdesk Support Technician to join a team of IT Professionals whose work encompasses the activities associated with information management, Information Technology (IT), automation support, system administration, computer programming, configuration management, imaging, training, telecommunications, help desk, operations, customer support, administrative support, technical engineering, and other specialized networking and data communications services. This position supports the Air Force Research Laboratory Munitions Directorate (AFRL/RW) Research and Development (R&D) mission.

As an IT Helpdesk Support Technician your duties will include the following, but are not limited to:

1. Frontline Customer and Technical Support

• Serve as the primary point of contact for all customer walk-ins, phone calls, and email support requests, ensuring a high level of customer service.

• Perform initial triage and basic troubleshooting for hardware, software, and network issues.

• Handle straightforward IT tasks, including password resets and user account management in systems like Active Directory.

• Manage the check-in and check-out process for IT equipment, ensuring all assets are properly tracked.

2. Incident and Service Request Management

• Log all user requests and incidents accurately in the IT ticketing system.

• Route and escalate support tickets to the appropriate senior technicians or specialized teams as needed.

• Conduct timely follow-up on open tickets to ensure resolution and customer satisfaction.

3. Documentation and Process Improvement

• Maintain a comprehensive log of all service activities to create a historical record of the work we do that can be used for problem and incident management process improvement efforts in the future.

• Contribute to the creation and maintenance of a shared knowledge base by documenting common issues and resolutions.

• Assist in developing user guides and internal process documentation to streamline operations.

Required Qualifications:

• US Citizen

• 1-3 years of relevant experience, an AS Degree OR equivalent college or military experience.

• A strong foundational knowledge of IT principles, networking concepts, and common hardware/software. (Recent graduates of a relevant technical program and/or military veterans are encouraged to apply).

• Goal-oriented with excellent interpersonal skills, capable of exercising tact and diplomacy, have the ability to work in a dynamic team environment, possess a strong work ethic, and be customer-focused.

• Able to mentor team members and eagerly assist in solving complex technical problems.

• Must be able to communicate effectively, both verbally and in writing

• Ability to obtain and maintain a Secret Security Clearance

Preferred Qualifications:

• CompTIA A+, Network+, or similar entry-level IT certification.

• Prior experience with an IT ticketing system (e.g., ServiceNow, Jira Service Management).

• Basic familiarity with Active Directory and user account administration.

• Experience in a customer-facing support role

• Active Secret Clearance

Schedule:(M-F; 8-5)

Work Location: (onsite - Eglin AFB, FL)

Travel:(10%)

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Benefits:

Torch Technologies is proud to offer a stable and professional work environment, a competitive salary, and an excellent, comprehensive benefit package including: ESOP participation, 401(k) match and safe-harbor contribution, medical, dental, vision, life insurance, short-term disability, long-term disability, flexible spending accounts, Health Saving Accounts and Health Reimbursement Accounts, EAP, education assistance, paid time off, and holidays.

Applying to Torch Technologies:

Only those candidates invited for an interview will be contacted. Employment at Torch Technologies is contingent upon the successful completion of a comprehensive background check.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. Torch Technologies, Inc. participates in E-Verify.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access Careers Link as a result of your disability. You can request reasonable accommodations by sending an email to HR@torchtechnologies.com. Thank you for your interest in Torch Technologies.