Help Desk, Intermediate

Responsibilities

• Provide customer support for SDDC web portals, SharePoint sites, collaboration tools, and related web-based applications
• Receive, log, track, update, route, and close web support tickets in the Government-provided ticketing system
• Assist users with site access, permissions, navigation, content issues, forms, workflows, and collaboration features
• Provide initial troubleshooting for web portal, SharePoint, and browser-related issues
• Coordinate escalations with senior web developers, system administrators, database administrators, cybersecurity staff, and Government leads
• Maintain knowledge base entries, SOPs, and troubleshooting guides for recurring web support issues
• Support user training, communications, and adoption of SDDC web/collaboration tools
• Assist with testing, deployment, and validation of web changes or fixes
• Support documentation needed for cybersecurity, access control, and operational continuity
• Provide courteous, mission-focused support to SDDC users

• Clearance Requirement:
  Must hold an active Secret clearance
• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access
• Education:
  
  Associate degree in Information Technology, Computer Science, Business Systems, Web Technology, or related discipline preferred
• Experience:
  
  Minimum 5 years of help desk, web support, SharePoint support, or customer support experience
• Experience supporting web portals, SharePoint, Microsoft 365, collaboration tools, permissions, and user access issues
• Experience supporting DoD or federal users preferred
• Experience with AESD, Remedy, Service Now, or equivalent ticketing tools preferred
• Technical Knowledge:
  Knowledge of web support processes, incident management, permissions, content management, and user troubleshooting
• Familiarity with SharePoint site support, Microsoft 365 tools, browser troubleshooting, and basic web technologies
• Understanding of secure DoD IT support practices, CAC access, and user access controls
• Certifications (Preferred):
  DoD 8140 / 8570 certification as required by final labor category mapping. CompTIA Security+, A+, ITIL Foundation, Microsoft 365, SharePoint, or HDI certification preferred
• Skills:
  
  Strong customer service and communication skills
• Ability to translate user issues into actionable technical tickets
• Strong documentation and follow-through
• Ability to coordinate across service desk, web development, systems, database, and cybersecurity teams