APACS Helpdesk Specialists

About the Role

The SLA Analysis Group's mission is to deliver objective analyses, plans and strategies to US Navy, US Marine Corps, USAF, other DoD, and Australian Defence Force clients to support technology development, acquisition, delivery and sustainment decisions. The group provides the core of SPA thought leadership on Undersea Strategy, Software Development and Cost Estimating, with additional benchmark capabilities in AI/ML & Decision Analytics, Modeling and Simulation, and Future Force Assessments.

SPA has a need for Helpdesk Specialists (Junior and Journeyman levels) to support APACS and Foreign Clearance Program users with account assistance, system troubleshooting, and policy‑guided helpdesk services. These positions provide front‑line support that ensures users receive timely and accurate resolution of issues.

Responsibilities

• Respond to user inquiries via calls, emails, and tickets, assisting with account setup, system navigation, and basic troubleshooting
• Use procedures, scripts, and knowledge‑base articles to resolve common issues; escalate complex or policy‑sensitive cases appropriately
• Log, track, and update tickets to ensure clear communication and timely resolution
• Document issues, workarounds, and knowledge gaps, contributing to updates of guides, training, and user support materials
• Identify recurring user problems and provide feedback that improves documentation, training, and system functionality
• Support coordination activities such as noting action items, updating documentation, and assisting with workflow improvements

Qualifications

Required (All Levels)

• Active Secret clearance or eligibility and the ability to maintain it throughout employment
• Strong communication skills and ability to follow structured procedures in a ticket‑based environment

Education

• Junior Level: High school diploma or equivalent; additional IT coursework, certificates, or training a plus
• Journeyman Level: Bachelor's degree in a relevant field or equivalent experience

Experience Requirements

• Junior Level (0–3 years): Customer service, call center, or entry‑level helpdesk experience; ability to learn systems and follow troubleshooting scripts and guidance
• Journeyman Level (4+ years): Helpdesk or customer‑support experience supporting enterprise systems; ability to interpret policy and procedural guidance and apply it to user issues; experience documenting resolutions and improving support materials

Desired

• Familiarity with APACS, the Foreign Clearance Guide, or other government case‑management systems
• Exposure to DoD or government IT environments, ITIL practices, or ticketing tools
• Interest in growth toward advanced IT, system administration, or cybersecurity roles

Pay

Virginia, Pay Transparency Salary range: USD $70,000.00/Yr. - USD $90,000.00/Yr.