Help Desk Support Services Specialist

This is a remote position supporting the systems that build and protect our nation’s infrastructure.

About the role

As a Help Desk Support Services Specialist (Tier II/III) for the United States Army Corps of Engineers (USACE) PROMIS Program, you will serve as a critical technical escalation point. Leveraging a strong technical background, you will focus on resolving complex technical anomalies, collaborating across specialized engineering teams to rapidly restore services, and diagnosing root-cause issues to ensure uninterrupted mission success.

Responsibilities

• Address and resolve complex technical problems escalated beyond Tier II/III help desk support.
• Partner closely with network services, software systems engineering, and applications development teams to restore critical services and eliminate core system bottlenecks.
• Recreate and simulate user-reported problems in test environments to diagnose unique operating difficulties and implement permanent fixes.
• Analyze recurring trends to recommend systems modifications that reduce user friction and enhance overall PROMIS system performance.
• Provide high-touch, day-to-day technical guidance to end-users across diverse PC, server, and mainframe environments.
• Maintain cutting-edge currency and the highest level of technical skill in your field to adapt to evolving PROMIS requirements.

Requirements

• High School Diploma/GED combined with 7+ years of progressively responsible experience in Information Technology (IT) support.
• Proven track record of successfully handling complex, high-tier technical problems escalated by junior IT support staff.
• Substantial experience troubleshooting, diagnosing, and resolving issues across a wide array of enterprise environments and multi-tiered applications.
• Demonstrated ability to independently stay ahead of current technology trends to proactively address evolving user requests.
• Experience with the following: PL/SQL, Oracle APEX, Oracle Database Administration (DBA) fundamentals, ETL tools (e.g., Oracle Data Integrator, Informatica), and Performance Tuning.
• Must hold an active Secret clearance.

Preferred Qualifications

• Relevant industry certifications such as CompTIA A+, Network+, or Security+.
• Familiarity with the Sponsor’s primary cyber risk and compliance automation tools.

Physical Requirements

• Must be able to remain in a stationary position for at least 50% of the workday.
• Occasional movement within an office setting to access file cabinets, office machinery, and collaborative spaces.
• Frequently communicates with co-workers, management, and USACE customers; must be capable of delivering technical presentations and exchanging precise, accurate information.