Contract Writing System Functional Service Desk Agent - Clearance Required

About the role

This remote opportunity is ideal for an experienced federal contracting professional who combines deep acquisition expertise with a passion for customer support and problem-solving. As a Tier 2 Functional Service Desk Agent, you will provide critical functional support for a Department of Defense contract writing system, helping users resolve complex issues while ensuring continuity of mission-critical procurement operations.

Responsibilities

• Provide Tier 2 functional support for a Department of Defense contract writing system by investigating, diagnosing, and resolving complex functional incidents and service requests.
• Manage ticket intake, prioritization, categorization, and ownership within an enterprise IT service management platform while ensuring compliance with established service level objectives.
• Apply deep knowledge of federal acquisition regulations, Army contracting processes, and contract writing system functionality to troubleshoot user issues and identify appropriate resolutions.
• Distinguish between system defects and business process issues, leveraging knowledge bases and existing workarounds to resolve incidents efficiently.
• Communicate directly with end users, providing clear guidance, proactive updates, and a high level of customer service throughout the support process.
• Create, maintain, and review knowledge base articles and training materials to improve self-service resources and reduce recurring support requests.
• Analyze incident trends, contribute to root cause analysis, and support continual service improvement initiatives aligned with ITIL best practices.
• Collaborate with internal teams and program stakeholders to communicate service impacts, support project deliverables, and strengthen operational performance.

Requirements

• Bachelor's degree with at least 5 years of experience in federal government contracting, acquisition, or program management; alternatively, 9+ years of relevant professional experience.
• Active U.S. DoD Secret Security Clearance and U.S. citizenship are required.
• Strong expertise in the Department of Defense contracting lifecycle, including the Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS).
• DAWIA, DAU, NCMA, FAC, or another recognized federal contracting certification.
• Excellent analytical, troubleshooting, root cause analysis, organizational, and time management skills.
• Outstanding written and verbal communication abilities with a strong customer-focused approach.
• Ability to collaborate effectively within cross-functional and matrixed environments.
• ITIL Foundation certification or the ability to obtain certification within six months of hire.
• Experience with contract action reporting, enterprise service management platforms such as ServiceNow, and knowledge management practices is highly desirable.
• Previous experience as a warranted Contracting Officer, Contract Writing System administrator, or functional service desk professional supporting DoD acquisition systems is considered a strong advantage.
• CompTIA Security+ certification is a plus.

Benefits

• Competitive salary ranging from $105,000 to $140,000, based on experience, qualifications, location, and security clearance.
• Comprehensive full-time employee benefits package.
• Opportunity to support mission-critical federal acquisition programs.
• Collaborative, technology-driven work environment focused on innovation and continuous improvement.
• Professional development opportunities, including certification support and ongoing technical training.
• Exposure to enterprise-scale government technology platforms and cross-functional collaboration.
• Career growth opportunities within a leading provider of government technology and consulting services.