Help Desk Technician

The Help Desk Technician provides technical and functional support for a Commercial Off-The-Shelf (COTS) software solution delivered to a U.S. Government customer. The COTS platform integrates with external systems to support the federal acquisition lifecycle.

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.

• End-user support:
  Provide responsive Tier 1 and Tier 2 assistance by phone, email, ticketing system, virtual meeting, or other approved channels.
• Incident management:
  Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service-level targets.
• Service requests:
  Fulfill routine requests such as account support, access questions, and system navigation assistance.
• Functional support:
  Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features.
• Technical troubleshooting:
  Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.
• Escalation:
  Reproduce issues, capture evidence, assess operational impact, and route unresolved problems to the technical product team.
• User communication:
  Provide clear status updates, workarounds, resolution instructions, and closure confirmations using language appropriate for both technical and nontechnical audiences.
• Deployment support:
  Participate in go-live preparation, readiness activities, user onboarding, and post-launch hypercare.
• Knowledge management:
  Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses.
• Problem identification:
  Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.
• Operational reporting:
  Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories.
• Team coordination:
  Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders.
• Continuous improvement:
  Contribute lessons learned and recommend improvements to support processes, tools, documentation, and user experience.

• Active Top Secret Security Clearance with CI Polygraph.
• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. 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…