HELP DESK SUPPORT 3

About the role

The Help Desk Support 3 specialist provides essential Tier 1 technical assistance to NAVFAC Cloud users and Mission Owners, serving as the first point of contact for users experiencing issues with Cloud Service Management (CSM) services.

Responsibilities

• Provide Tier 1 support to Cloud Users (Mission Owners) for all CSM service-related issues.
• Manage support interactions across multiple channels, including phone, email, and various service ticketing systems.
• Create and track support tickets using approved management solutions.
• Escalate unresolved Tier 1 issues to higher-level support teams (Tier 2 or Tier 3) when initial troubleshooting does not yield a resolution.
• Directly assist Cloud users who are experiencing access issues.
• Deliver Cloud Infrastructure Support to guide users through the resolution of technical issues.
• Utilize technical knowledge of Azure and cloud architecture to diagnose basic service interruptions.
• Track and report on key performance metrics to ensure service quality.
• Provide data on help desk requests received, support tickets created, resolution times, escalation rates, and overall user satisfaction.

Requirements

• Bachelor’s degree in Computer Science or a related technical field.
• 2–4 years of cloud engineering experience.
• Proven experience responding to end-user requests via phone, email, or ticketing systems.
• Proficiency in utilizing enterprise ticketing tools such as ServiceNow or HPESM.
• Strong understanding of Azure administration and cloud architecture.
• Familiarity with CI/CD and DevSecOps toolchains.
• Security+ certification.
• U.S. Citizenship and the ability to obtain a DoD Top Secret clearance.

Preferred Qualifications

• Active DoD Top Secret clearance.
• Active Security+ certification.
• Professional cloud certifications (e.g., Microsoft Certified: Azure Associate).
• Experience implementing DISA STIG configurations.
• Knowledge of DoD SRG and NIST SP 800-53 security controls.

Location

Ventura, CA or Remote

Benefits

• Customizable health benefits program including medical, dental, and vision insurance.
• Life insurance, long and short-term disability, and other insurance products.
• Health Savings Account and Flexible Spending Account.
• 401K Retirement Plan options.
• Tuition Reimbursement.
• Assorted voluntary benefits.

VSolvit LLC is an Equal Opportunity/Affirmative Action employer.