USAF - Help Desk Specialist
cFocus Software
Invite-only right now: save jobs, track applications, build tailored resumesAlready have an account? Log in
- Location
- Linthicum Heights, MD
- Work style
- On-site
- Posted
- Oct 8
- 11 days ago
Career path
See where this role leads
Jigup maps the next three moves from a job like this one, with the titles and the skills each step asks for.
About the company
cFocus Software
Information technology and services · 11 to 50 employees
What you'll do
- Provide Tier 1 and assigned Tier 2 support, triage and track incidents and requests, maintain knowledge articles, and coordinate escalations through resolution.
- Support video and telecommunications requests, user onboarding, training, monitoring, and service desk reporting.
What you need
- Active TS/SCI clearance
- B.S. Computer Science, Information Technology, or a related field
- Experience providing help desk, service desk, or comparable technical support for enterprise IT users.
- Ability to troubleshoot system, application, infrastructure, network connectivity, and video or telecommunications issues and recognize when specialist support is needed.
- Experience using an IT ticketing system to document incidents, manage requests, route escalations, and follow issues through resolution.
- Ability to write clear troubleshooting instructions and knowledge articles, explain technical steps to users, and maintain complete support records.
- Customer service skills, sound prioritization, and the ability to coordinate with remote users and technical teams across multiple locations.
- Education: a bachelor's degree
Key skills
Active TS/SCI clearancehelp deskservice desktechnical supporttroubleshootIT ticketing systemwrite clear troubleshooting instructionsCustomer service skillssound prioritization
Keywords for your resumePro
The words this employer's screening is likely to look for.
This job lists resume keywords
The terms this posting uses, pulled out so you can mirror them in your resume. Jigup Pro members see the list on the job board.
See full description on company page, apply now
Read the full posting here
cFocus Software seeks a Help Desk Specialist to join our program supporting the United States Air Force (USAF). This position is on-site in Linthicum Heights, MD. This position requires an Active TS/SCI clearance.
Qualifications:
Active TS/SCI clearance
B.S. Computer Science, Information Technology, or a related field
Experience providing help desk, service desk, or comparable technical support for enterprise IT users.
Ability to troubleshoot system, application, infrastructure, network connectivity, and video or telecommunications issues and recognize when specialist support is needed.
Experience using an IT ticketing system to document incidents, manage requests, route escalations, and follow issues through resolution.
Ability to write clear troubleshooting instructions and knowledge articles, explain technical steps to users, and maintain complete support records.
Customer service skills, sound prioritization, and the ability to coordinate with remote users and technical teams across multiple locations.
Duties:
Serve as a point of contact for DC3 users seeking assistance with systems, applications, infrastructure, networks, and telecommunications. Receive requests through Government-approved support channels.
Provide Tier 1 support for foundational enterprise services and perform assigned Tier 2 troubleshooting for designated systems and applications within the program’s lifecycle responsibility.
Support Tier 0 self-service by maintaining knowledge articles, troubleshooting guidance, and user instructions that help resolve common issues.
Triage incidents and service requests, determine the appropriate support queue, and route unresolved Tier 1 issues to Tier 2 personnel. Coordinate further escalation to Tier 3 specialists when needed.
Retain ownership of escalated tickets through closure, follow up with support teams, communicate status to users, and document resolution actions.
Respond to, document, and track incidents and service requests in the Government-approved ticketing system daily by 5 p.m. Eastern Time. Record symptoms, troubleshooting steps, escalation details, and outcomes.
Manage and fulfill assigned requests for video and telecommunications services, including troubleshooting and coordination with the appropriate technical teams.
Support and fulfill requests involving applications, infrastructure, networks, research and development, and innovation services within the assigned support scope.
Assist with user onboarding and training, system monitoring, and knowledge management. Support enterprise identity, credential, and access management activities as authorized.
Develop and update troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
Collect service desk performance data and contribute to reports requested by the Government. Identify recurring issues and recommend improvements to troubleshooting guidance and support workflows.
Follow approved security, access, and incident response procedures; promptly elevate suspected security incidents or service disruptions to designated operations and cybersecurity personnel.