USAF - Help Desk Specialist

cFocus Software Incorporated•Linthicum Heights, MD

5d•Onsite

About The Position

cFocus Software is seeking a Help Desk Specialist to join our program supporting the United States Air Force (USAF). This position is on-site in Linthicum Heights, MD, and requires an Active TS/SCI clearance. The role involves serving as a primary point of contact for users needing assistance with various IT systems, applications, infrastructure, networks, and telecommunications. Responsibilities include providing Tier 1 support, performing Tier 2 troubleshooting, supporting self-service through knowledge articles, triaging and escalating incidents, managing tickets through resolution, and fulfilling requests for services. The specialist will also assist with user onboarding, training, system monitoring, knowledge management, and developing/updating documentation. Additionally, the role involves collecting performance data, identifying recurring issues, recommending improvements, and adhering to security and incident response procedures.

Requirements

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.

Responsibilities

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.