Help Desk Specialist
About The Position
The C2MS Help Desk Specialist provides first-line technical support for the Command-and-Control Mission Systems (C2MS) enterprise supporting Air Force Special Operations Command (AFSOC) personnel worldwide. The specialist serves as the primary point of contact for users experiencing hardware, software, account access, network, and mission application issues, ensuring timely resolution and continuity of mission operations. This position delivers customer-focused support, incident management, account administration, and troubleshooting for operational and administrative systems while maintaining compliance with DoD cybersecurity and configuration management requirements.
Requirements
- High school diploma or equivalent.
- 2+ years of experience providing IT help desk or desktop support services.
- Experience supporting Microsoft Windows environments.
- Background check with the ability to obtain and maintain a DoD Secret security clearance.
- Successfully pass background and drug screening
Nice To Haves
- Experience supporting DoD or Air Force information systems.
- CompTIA Security+ CE certification.
- CompTIA A+, Network+, or equivalent certification.
- Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM), Intune, or enterprise endpoint management tools.
- Familiarity with RMF, STIGs, and DoD cybersecurity requirements.
- Experience supporting geographically dispersed users and operational mission systems.
- Familiarity with ticket management systems such as ServiceNow or equivalent.
- Basic understanding of networking concepts, Active Directory, and user account administration.
- Strong customer service, communication, and problem-solving skills.
- Strong troubleshooting and analytical skills.
- Ability to prioritize multiple service requests in a fast-paced operational environment.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively with technical teams.
- Commitment to customer service and mission success.
- Ability to document technical procedures and maintain accurate records.
Responsibilities
- Provide Tier I and Tier II technical support to C2MS users via phone, email, ticketing system, and in-person assistance.
- Receive, document, track, and resolve service requests and incident tickets within established service level objectives (SLOs).
- Troubleshoot workstation, laptop, peripheral, operating system, and application issues.
- Support Microsoft Windows operating systems, Microsoft 365 applications, and approved enterprise software.
- Assist users with account management activities, including password resets, account unlocks, and access requests.
- Escalate complex technical issues to system administrators, cybersecurity personnel, software developers, or engineering teams as required.
- Maintain accurate ticket documentation, troubleshooting notes, and resolution records.
- Monitor help desk queues and ensure timely follow-up with customers.
- Assist with software deployments, workstation imaging, and system updates.
- Support inventory management, hardware accountability, and asset tracking activities.
- Develop and maintain user guides, knowledge base articles, and standard operating procedures.
- Participate in after-hours, on-call, or surge support activities when required.
- Ensure compliance with DoD, Air Force, AFSOC, and program-specific cybersecurity policies and procedures.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
