Help Desk/Customer Support Analyst (SECRET)

RedSky•Tampa, FL

19d•Onsite

About The Position

RedSky is seeking an experienced Help Desk/Customer Support Analyst to support the Department of Defense and the USSOCOM Enterprise Knowledge Management (EKM) program. The analyst provides frontline technical support to end users across USSOCOM, its Components, and Theater Special Operations Commands (TSOCs) who need assistance with Microsoft 365 (M365), SharePoint Online, Power Platform, Microsoft Teams, and related knowledge management tools and systems. The role serves as a first point of contact, triages and troubleshoots user issues, documents and resolves them, or escalates them to the appropriate engineering or administration team. It requires a high standard of customer service in a mission-critical special operations forces environment. The position is based in Tampa, Florida, with multiple domestic and international locations listed. An active TS/SCI clearance is required. The posting describes a comprehensive benefits package and states RedSky is an equal opportunity employer.

Requirements

Active TS/SCI security clearance.
Bachelor's degree in computer science, Information Technology, Information Systems, or a related discipline, or an equivalent combination of technical certifications and 5+ years of hands-on database administration experience in a DoD or federal enterprise environment. The posting notes that the education requirement is subject to confirmation upon PWS release and that experienced, cleared candidates should not be screened out solely based on degree status until minimum qualifications are defined.
Three or more years of help desk, service desk, or customer support experience in a DoD or federal government IT environment.
Three or more years of ticketing system configuration, implementation, and user experience; examples include ServiceNow, Remedy, Jira SM, or Dynamics 365.
Three or more years of experience translating business problems into practical, scalable technical solutions.
Three or more years of user-support-level troubleshooting experience with the M365 suite, including SharePoint Online, Teams, OneDrive, Outlook, and Power Platform (Power Apps, Power Automate, Power BI).
Three or more years of demonstrated experience diagnosing and resolving Tier 3 and below technical issues across desktop, browser-based, and cloud-hosted applications.
Five or more years of excellent written and verbal communication skills, including the ability to explain technical concepts clearly and patiently to non-technical users.
Five or more years of delivering high-quality, professional customer service in a high-tempo, mission-critical environment.
Strong attention to detail and ability to monitor adherence to schedules and deadlines.
Self-motivated, proactive, and energetic.
Strong sense of ownership and responsibility.
Ability to multitask in a deadline-driven environment.
CompTIA Security+ certification.

Nice To Haves

ITIL 4 Fundamentals certification.
Experience operating in GCC High, IL-4/IL-5/IL-6, or SIPRNet environments.

Responsibilities

Serve as the first point of contact for end users across USSOCOM, its Components, and TSOCs seeking assistance with M365, SharePoint Online, Power Platform, Teams, and related knowledge management tools and systems.
Triage, troubleshoot, document, and resolve user issues, or escalate them to the appropriate engineering or administration team.
Provide frontline technical support for the USSOCOM Enterprise Knowledge Management program.
Maintain a high standard of customer service in a mission-critical SOF environment.
Monitor adherence to schedules and deadlines.
Perform and/or ensure proposal color team recovery is conducted.