HELP DESK SUPPORT SPECIALIST III

VSolvit•Oxnard, CA

2h•Onsite

About The Position

This position provides second-level support within a 24x7x365 operations environment, combining traditional help desk functions with real-time system and facility monitoring responsibilities. The Help Desk Support Specialist III supports incident management, process monitoring, and operational continuity for mission-critical systems and services. This role handles escalated Tier I issues while also performing proactive monitoring of applications, services, and facility systems to ensure availability and performance. The position requires independent problem-solving, strong situational awareness, and coordination with engineers, system administrators, and operational stakeholders. As with any position, additional expectations exist. Some of these include, but are not limited to, adhering to normal working hours (including shift work as required), meeting deadlines, following company policies as outlined by the Employee Handbook, communicating regularly with assigned supervisor(s), staying focused on assigned tasks, and completing other tasks as assigned.

Requirements

High School Diploma or equivalent; Associate’s degree preferred
3–4 years of IT support or help desk experience in a corporate or operational environment
Experience with incident management and ticketing systems
Ability to communicate technical information to non-technical users
Strong organizational, analytical, and problem-solving skills
Ability to work in a 24/7 shift-based operational environment
Ability to obtain and maintain a DoD Secret clearance

Nice To Haves

U.S. Citizenship Required
Current/Active DoD Secret Clearance Required
CompTIA Security+ (IAT Level II) certification
Experience in operations center, NOC, or watch floor environments
Knowledge of system and network monitoring tools
Familiarity with facility systems monitoring (power, HVAC, security systems)
Strong attention to detail and ability to prioritize tasks in a dynamic environment
Experience supporting DoD or Navy operational environments

Responsibilities

Respond to and resolve escalated Tier I support issues via phone, email, or in-person requests
Monitor applications, systems, and services to ensure availability and performance
Perform incident management activities including logging, tracking, escalation, resolution, and reporting
Proactively identify system anomalies and initiate corrective actions or escalation procedures
Monitor facility environmental systems including power, HVAC, fire suppression, water detection, and physical security systems
Coordinate and communicate system status, outages, and resolutions to stakeholders and customers
Maintain situational awareness of operational systems within a 24/7 operations center environment
Support quality assurance processes including documentation, test plans, metrics tracking, and reporting
Develop, update, and maintain standard operating procedures (SOPs), policies, and operational documentation
Collaborate with Tier III support, system administrators, and engineers to resolve complex issues
Ensure timely response and resolution in accordance with service level agreements (SLAs)
Provide guidance and support to users, including troubleshooting and resolution recommendations
Maintain accurate records of incidents, actions taken, and system status updates