Help Desk Technician

About the role

The Help Desk Technician provides frontline technical and functional support for the initial operational deployment of a Commercial Off-The-Shelf (COTS) software solution to a U.S. Government customer. The application supports contracting officers, contracting specialists, and program managers throughout acquisition and contract management workflows. 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

• Provide responsive Tier 1 assistance by phone, email, ticketing system, virtual meeting, or other approved channels.
• Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service-level targets.
• Fulfill routine requests such as account support, access questions, and system navigation assistance.
• Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features.
• Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.
• Reproduce issues, capture evidence, assess operational impact, and route unresolved problems to the technical product team.
• Provide clear status updates, workarounds, resolution instructions, and closure confirmations using language appropriate for both technical and nontechnical audiences.
• Participate in go-live preparation, readiness activities, user onboarding, and post-launch hypercare.
• Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses.
• Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.
• Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories.
• Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders.
• 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 related field. 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 acquisition and program-management workflows, 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.
• Experience supporting an initial production deployment, phased rollout, pilot, or post-launch hypercare period.
• 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