Service Desk Support Staff

At MITRE, your passion fuels work that impacts our nation and improves lives. This is where your skills strengthen national security, cybersecurity, health, transportation, and citizen services. We’re a nonprofit engineering, applied research, and advanced technology organization working in the public interest. With objectivity and integrity at our core, we lead federally funded research and development centers for U.S. government agencies - collaborating with industry and academia to deliver integrated, high-impact solutions that advance our nation’s health, security, and prosperity. Our people tackle the toughest technical challenges, supported by competitive benefits, meaningful career development, and a culture of innovation, collaboration, and technical excellence. Choose MITRE for a career with purpose - and help shape the future.

Department Summary:

The MITRE Service Desk provides responsive, customer-focused technical support to ensure staff can work efficiently and securely across the organization. Serving as a central point of contact for IT issues, requests, and troubleshooting, the team helps resolve problems quickly while delivering a high standard of service and support.

Roles & Responsibilities:

• Provide technical support to MITRE employees with software: Windows 11, Mac OS & OSX, MS Office, (primarily Outlook), LAN, VPN, and remote devices, hardware and peripherals, and other technologies.
• Follow defined SOP for Incident, ticket documentation, escalation, notification and resolution
• Guide MITRE employees in using MITRE tools and information infrastructure effectively.
• Collaborate with other Service Desk employees on problems, process and procedure, special projects and other issues of importance to the Service Desk.

Basic Qualifications:

• Typically requires less than 1 year of related experience with a High School Diploma or equivalent in education, or equivalent combination of high school courses and related work experience.
• Experience working on a technical help desk in a corporate environment. Proficient at solving problems with Windows 10, Mac OS & OSX, MS Office applications and mobile & remote access services. • Excellent customer service skills. • Excellent communication skills. • Excellent troubleshooting abilities.
• This position requires a minimum of 3 days per week on-site

Preferred Qualifications:

• Experience working on a technical help desk using in a corporate environment. A+ Certification, HDI certification, ITIL certification

This requisition requires the candidate to have a minimum of the following clearance(s):

None

This requisition requires the hired candidate to have or obtain, within one year from the date of hire, the following clearance(s):

Not Applicable

Salary compensation range and midpoint:

$58,800 - $73,500 - $88,200 Annual

Work Location Type:

Onsite

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local or international law.

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