---
title: 'Tier 1 Helpdesk at Platinum Technologies'
canonical: 'https://feeny.ai/job/tier-1-helpdesk-platinum-technologies-albuquerque-79a3833j95d6'
type: 'job'
last_seen: '2026-10-16'
---

# Tier 1 Helpdesk at Platinum Technologies

- **Company:** Platinum Technologies
- **Location:** Albuquerque, NM
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-07
- **Last confirmed live:** 2026-10-16
- **Apply:** https://jobs.lever.co/pt78/92611a79-04fa-4ae7-a3c3-71d5865493d4

## Job description

Who we are.

Platinum Technologies is a Northern Virginia based integrated solutions firm that specializes in PaaS, Cybersecurity & AI Platform development for the Defense and Federal Sectors. Our team solves hard problems and helps our Mission Partners achieve their goals. If you are self-motivated, possess demonstrated learning agility, and are passionate about delivering high-quality work products – we want to hear from you.

We lead with technical expertise, but that is just the tip of the iceberg – the ‘Why’ matters. At Platinum, we don’t hire people to just do a job. We provide professional and leadership development to complement our self-motivated domain experts. Our teammates are dot-connecting leaders that operate in a mutually accountable environment to deliver thought leadership, expert technical analysis, and quality execution for our clients.

You.

Platinum Technologies is seeking Intermediate Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.

In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

You will serve as the initial point of contact for IT-related problems and incidents. In this capacity you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.

This role is located onsite in Albuquerque, NM. Candidates must hold an active TS/SCI clearance.

What you get to do.

- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure your assigned tickets stay within the program’s AQL/SLA commitments.
- Open and close tickets in Remedy and/or Service Now.
- Ensure all tickets, requests, and work orders are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Required Qualifications.

- Bachelors Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.
- Active DOD Secret clearance
- Information Assurance Technician (IAT) Level II
- Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
- Experience meeting service level goals and targets.

Desired Qualifications.

- Experience with Office 365, remote desktop applications, and experience with Windows Server and Cisco networking
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.

The Company is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.

## About Platinum Technologies

## Company Overview
- **One-liner**: Platinum Technologies is a technology services firm that delivers cyber, AI, cloud, and digital modernization solutions primarily to U.S. government clients (DoD, Federal Civilian, and Local Government).
- **Entity Type**: Private (Privately Held)
- **Headquarters**: Falls Church, Virginia, United States (with offices in Tampa Bay and Washington)
- **Founded**: 2020
- **Founders**: Jermon Bafaty (CEO) and Joel Shuler

## Core Business
- Primary industry: IT Services and IT Consulting
- Target customers: B2G (Business-to-Government) – specifically U.S. Department of Defense, Federal Civilian agencies, and Local Government
- Mission statement: “To become the talent hub for technology-minded innovators that are motivated to solve hard problems, deliver complex solutions for our customers, and model citizenship for society.”

## Products & Services
- **Artificial Intelligence**: Automation and data analysis solutions built on RPA and AI to yield robust business insights.
- **Cyber Operations**: Information assurance and Zero Trust solutions that identify threats and protect critical infrastructure; network and systems engineering for resilient architectures.
- **Data Solutions**: Modernizing siloed, purpose-built data systems and engineering solutions for a more virtual world.
- **Digital Modernization**: Modernizing legacy applications and infrastructure using low-code/no-code technologies and cloud engineering.
- **Information Assurance**: Cybersecurity solutions that drive resiliency across a complex attack surface.
- **Integrated Systems**: Platform as a Service implementations to improve end-user experience and standardize service management.
- **Low Code Development**: Efficiently fielding software products across Waterfall and DevSecOps environments.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Headcount of 32 employees (as of latest data, +7.7% YoY); LinkedIn followers 1,398 (monthly +1.7%, yearly +33.4%)
- **Notable Investors/Partners**: Over 90% of customers are responsible for fielding technology capability to their stakeholders; clients include DoD, Federal Civilian, and Local Government. Program management team is SAFe® trained and PMP® certified.
- **Growth Signals**: Consistent headcount growth, increasing LinkedIn presence, and expansion of service lines in AI and cloud. The company reports that “our team has set the pace for deploying capability to our DoD, Federal Civilian and Local Government clients.”

## Competitive Advantages
- Deep specialization in U.S. government contracting with a focus on national security and mission-critical systems.
- High quality/low risk delivery reputation – “The Platinum Technologies brand is synonymous with uncompromising accountability and quality execution.”
- Experienced operators with certifications in AWS, Azure DevOps, Linux, and virtualization.
- Ability to modernize purpose-built legacy systems that are traditionally siloed and built for specific mission problem sets.

## Strategic Focus
- Current priorities include expanding AI and automation capabilities, strengthening Zero Trust cybersecurity offerings, and scaling cloud engineering and low-code development.
- Continued investment in talent development and certifications to maintain a highly skilled workforce.
- Growth in remote work options to attract a broader talent pool while maintaining on-site presence at key government locations (Herndon, VA; Fort Meade, MD; Tampa Bay).

## Why Work Here
- Culture: Innovative, collaborative, and result-oriented environment that encourages thinking outside the box and continuous learning.
- Remote/Hybrid: Remote work options available; the company embraces flexibility and uses cutting-edge collaboration tools to keep teams connected.
- Benefits: Medical, vision, and dental insurance; $500 annual wellness reimbursement; voluntary life insurance; hospital, accident & critical illness insurance; tuition & certification reimbursement up to $5,000 annually; 120 hours PTO (rollover up to 240) plus 8 paid holidays and 3 floating holidays; 401(k) with annual discretionary match.
- Career Development: Comprehensive training program, mentorship initiatives, and opportunities for professional growth. The company states, “We don’t hire people to do a job. We provide the professional and leadership development to complement our self-motivated domain experts.”
- Equal Opportunity Employer: Merit-based, performance-driven workplace with commitment to diversity and inclusion.

## Sources
1. [pt78.co/who-we-are](https://www.pt78.co/who-we-are)
2. [pt78.co/careers](https://www.pt78.co/careers)
3. [jobs.lever.co/pt78](https://jobs.lever.co/pt78)
4. [linkedin.com/company/pt78co](https://linkedin.com/company/pt78co)
5. [pt78.co/what-we-do](https://www.pt78.co/what-we-do)

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