Remote Help Desk Technician Candidate

JACKIE JOHNSON

IT Help Desk Technician Technical Support Specialist End-User Support

Chesapeake, Virginia 361-***-**** **********@*****.*** Active DoD Secret Security Clearance

PROFESSIONAL SUMMARY

Detail-oriented IT and technical support professional with a Bachelor of Science in Computer Science, CompTIA Security+ certification, and extensive experience supporting technical operations in military and government-contractor environments. Skilled in troubleshooting computer hardware, software, network connectivity, and telecommunications systems while providing responsive assistance to end users. Retired U.S. Navy veteran with 20 years of experience in technical coordination, documentation, problem resolution, and operational support. Strong analytical, organizational, and communication skills with the ability to independently research technical issues, collaborate with cross-functional teams, and maintain reliable technology services. Seeking to contribute to Capitol Recruiters’ client as a Remote Help Desk Technician. TECHNICAL SKILLS

• Technical Support: Tier 1 troubleshooting, end-user assistance, hardware and software support, problem identification, issue resolution

• Operating Systems: Microsoft Windows, Linux/Unix

• Networking: TCP/IP fundamentals, DNS, DHCP, VPN concepts, network connectivity troubleshooting

• Applications: Microsoft 365, Outlook, Word, Excel, PowerPoint

• IT Operations: Incident documentation, issue tracking, escalation coordination, technical research

• Hardware: Desktop computers, laptops, peripherals, telecommunications equipment

• Service Management: Technical documentation, customer follow-up, support workflows, knowledge-base development principles

• Additional Technology: Python, SQL, Java, JavaScript, HTML, CSS, Git/GitHub

• Professional Skills: Customer service, analytical thinking, time management, communication, attention to detail, independent problem-solving

PROFESSIONAL EXPERIENCE

Amentum — Planning Production Control Specialist

NAS Oceana, Virginia October 2023 – January 2025

• Provided first-level technical assistance involving computer hardware, software applications, network connectivity, and telecommunications equipment in a government-contractor environment.

• Supported troubleshooting, installation, configuration, and maintenance of computer systems and peripheral equipment.

• Assisted personnel with identifying technical issues, researching possible causes, and coordinating appropriate solutions.

• Maintained accurate documentation related to technical equipment, system support activities, and operational requirements.

• Collaborated with technical personnel and cross-functional departments to address system-related concerns and maintain operational continuity.

• Managed and tracked technology-related assets while maintaining accountability and accurate records.

• Communicated technical information to personnel with varying levels of computer experience.

• Prioritized competing responsibilities while maintaining accuracy, professionalism, and compliance with organizational procedures.

United States Navy — Aviation Ordnance / Logistics / Technical Operations Specialist Various Duty Stations 2003 – 2023

• Supported technical and operational systems throughout a 20-year military career, including computer equipment, telecommunications, inventory databases, and enterprise applications.

• Assisted personnel with system access concerns, equipment issues, technical troubleshooting, and coordination with appropriate support departments.

• Maintained detailed records and technical documentation supporting equipment accountability, system readiness, and operational requirements.

• Utilized military information systems, including RMI, ESAMS, OIS, and AWIS, to support documentation, reporting, and operational activities.

• Collaborated with personnel across departments to resolve operational problems and maintain continuity of mission-critical functions.

• Provided training and guidance to personnel on established procedures, technology-related processes, and organizational requirements.

• Demonstrated strong customer service, communication, problem-solving, and leadership skills in demanding operational environments.

• Maintained accountability, confidentiality, and attention to detail while supporting sensitive military operations. EDUCATION

Master of Business Administration (MBA), Management — Strayer University Expected December 2026 Bachelor of Science in Computer Science — Strayer University 2025 Associate Degree — American Military University

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

• CompTIA Security+

• Defense Acquisition University – LOG 100, Life Cycle Logistics Fundamentals

• Defense Acquisition University – LOG 101, Acquisition Logistics Fundamentals

• U.S. Navy Technical and Leadership Training

ADDITIONAL QUALIFICATIONS

• Active DoD Secret Security Clearance

• Retired U.S. Navy Veteran – 20 Years of Service

• Experience supporting technology in structured, security-conscious environments

• Strong commitment to responsive and professional end-user service

• Ability to work independently and coordinate with cross-functional technical teams

• Experience maintaining detailed documentation and following established procedures

• Adaptable to remote support operations, technical training, and new enterprise applications

Contact this candidate