Help Desk Technician

This role serves as a primary point of contact for end users, resolves or routes incidents and service requests, supports adoption of the new system, and helps the program maintain reliable operations and a positive customer experience. · This is a full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.

Overview:

The Help Desk Technician provides technical and functional support for a Commercial Off-The-Shelf (COTS) software solution delivered to a U.S. Government customer. The COTS platform integrates with external systems to support the federal acquisition lifecycle.

This role serves as a primary point of contact for end users, resolves or routes incidents and service requests, supports adoption of the new system, and helps the program maintain reliable operations and a positive customer experience. The ideal candidate combines strong customer service, disciplined troubleshooting, clear communication, and familiarity with federal IT support environments.

 

 

This position is 100% onsite in Springfield, VA.

Responsibilities:

Key Responsibilities

· End-user support: Provide responsive Tier 1 and Tier 2 assistance by phone, email, ticketing system, virtual meeting, or other approved channels.

· Incident management: Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service-level targets.

· Service requests: Fulfill routine requests such as account support, access questions, and system navigation assistance.

· Functional support: Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features.

· Technical troubleshooting: Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.

· Escalation: Reproduce issues, capture evidence, assess operational impact, and route unresolved problems to the technical product team.

· User communication: Provide clear status updates, workarounds, resolution instructions, and closure confirmations using language appropriate for both technical and nontechnical audiences.

· Deployment support: Participate in go-live preparation, readiness activities, user onboarding, and post-launch hypercare.

· Knowledge management: Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses.

· Problem identification: Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.

· Operational reporting: Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories.

· Team coordination: Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders.

· Continuous improvement: Contribute lessons learned and recommend improvements to support processes, tools, documentation, and user experience.

Qualifications:

Required Qualifications

· Active Top Secret Security Clearance with CI Polygraph.

· Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. Relevant professional experience may substitute for the degree requirement.

· Experience supporting Intelligence Community or DoD programs.

· Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role.

· Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately.

· Strong written and verbal communication skills, including the ability to translate technical concepts for nontechnical users.

· Professional customer service skills, sound judgment, patience, attention to detail, and a strong sense of ownership.

· Ability to prioritize competing requests, meet service expectations, and remain effective during go-live or high-volume support periods.

· Experience using ticketing, knowledge-base, collaboration, and remote-support tools.

· Ability to learn complex federal, DoD, and Agency-specific acquisition and business processes, terminology, roles, and business rules.

· Ability to work effectively with geographically distributed government and contractor teams.

Preferred Qualifications

· Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers.

· Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar).

· Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations.

· Experience creating knowledge articles, job aids, standard operating procedures, and user training materials.

· Knowledge of software development life cycle (SDLC) practices, principles, and techniques as they apply to Agile development.

· Relevant certifications such as CompTIA A+, Network+, or Security+.

Work Location and Schedule

· Work will be performed at the customer site in Springfield, VA.

· This is a full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.