Help Desk Technician

Diné Development Corporation

32d

About The Position

The Help Desk Technician / Journeyman Computer User Support Specialist will provide front-line and escalated user support for the GEOMAP platform, ensuring timely resolution of technical issues and a high-quality customer support experience for Air Force users. This role supports day-to-day operations by troubleshooting user incidents, documenting resolutions, tracking service requests, and coordinating with engineering, database, testing, and production support teams to maintain system reliability and user readiness. This position is contingent based upon contract award.

Requirements

• Active Secret clearance required.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field. Relevant experience may be substituted for education where appropriate.
• 3+ years of experience providing help desk, desktop support, application support, or customer technical support in an enterprise IT environment.
• Experience troubleshooting user issues, documenting tickets, and resolving incidents using standard service desk tools and processes.
• Experience supporting business applications, web-based systems, or cloud-hosted platforms.
• Strong customer service, communication, and problem-solving skills.
• Ability to diagnose technical issues, document findings clearly, and coordinate effectively across functional teams.
• Experience using ticketing and collaboration tools such as Jira, ServiceNow, Confluence, or similar platforms.
• Ability to manage multiple priorities and respond effectively to changing operational needs.

Nice To Haves

• Experience supporting DoD customers or users in a classified or mission-focused environment.
• Experience supporting geospatial or Esri-based platforms, including familiarity with ArcGIS-related user issues.
• Familiarity with AWS cloud-hosted applications or modern software delivery environments.
• Experience developing or maintaining knowledge base content, user training materials, or support documentation.
• Understanding of escalation processes, incident tracking metrics, and help desk performance reporting.

Responsibilities

• Provide help desk support for GEOMAP users, including incident intake, troubleshooting, resolution, and escalation.
• Respond to user issues involving application access, account support, system functionality, data workflows, and general technical questions.
• Log, track, update, and resolve tickets in accordance with established service desk processes and response timelines.
• Troubleshoot user-reported issues and coordinate with developers, cloud support, database, and testing teams for resolution of more complex technical problems.
• Support Tier I/Tier II end-user assistance and escalate unresolved issues to higher-level technical staff as appropriate.
• Document incidents, service requests, workarounds, and knowledge base articles to improve support efficiency and consistency.
• Assist with user account support, permissions coordination, and onboarding/offboarding activities as required.
• Support release readiness by communicating known issues, changes, and user impacts associated with new deployments or system updates.
• Monitor recurring issue trends and provide feedback to leadership and technical teams on systemic problems and recommended improvements.
• Deliver professional and responsive customer service while supporting mission users in a fast-paced operational environment.
• Assist in maintaining user guides, FAQs, standard operating procedures, and other support documentation.
• Participate in meetings, reporting, and coordination activities related to help desk operations and customer support performance.
• Performs other related duties as assigned.

Benefits

• Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program.
• The package also includes educational assistance, with tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree