Sr. Help Desk Support Specialist

RBR Technologies•Odenton, MD

About The Position

RBR-Technologies is a small service-disabled veteran-owned information and technology business founded on the basic principle of delivering customer mission success. RBR-Technologies prides itself on our commitment to mission success as exemplified by the trust our customers and contract partners place in us. From RBR's first employee to the present day, every team member has a passion for mission success. Since 2011, we have continued to employ the highest caliber of professionals whose success is attributed to the intelligence, dedication, and years of experience within many government organizations including the Intelligence Community (IC), Department of Defense (DoD), and Defense Information Systems Agency (DISA). RBR-Technologies has an immediate opening for a Sr. Help Desk Implementation & Support Specialist to support our Defense Counterintelligence and Security Agency (DCSA) customer. Our work centers on technology modernization for Industrial Security and includes developing analytic capabilities that collect, store, automate, and centralize information supporting risk analysis for entities in the Defense Industrial Base (DIB). This position plays a critical role in establishing, implementing, and managing the rollout of a new help desk capability supporting modernized applications and services. The selected candidate will lead the development of help desk processes, tools, and workflows while providing senior-level technical support to ensure reliable system operations and high-quality user support for both government analysts and industry partners. The Sr. Help Desk Implementation & Support Specialist will support DCSA Industrial Security technology modernization by delivering help desk and software development support services for existing web applications designed to enhance and extract insights from commercial and government data sources. This role serves as both a technical lead and operational architect for help desk services, responsible for designing scalable support processes, implementing service management practices, and ensuring effective end-user support. This is an hourly non-exempt position.

Requirements

Bachelor's degree in Information Technology, Information Systems, or related discipline
5+ years of experience supporting enterprise IT help desk or service desk environments
Active Secret clearance
Demonstrated experience establishing or standing up a help desk capability, including process development, tool implementation, and operational rollout
Experience designing help desk workflows, escalation paths, and support documentation
Strong troubleshooting, problem-solving, and customer engagement skills
Active Secret clearance
Must be able to accommodate shift work. Help desk hours are from 5:00 AM to 8:00 PM Monday–Friday and 11:00 AM to 3:00 PM Saturday, covered in three shifts with overlapping coverage during peak hours.

Nice To Haves

Experience implementing or supporting IT service management frameworks (ITIL or similar)
Familiarity with Agile software development environments, including JIRA and Confluence
Experience supporting application development programs within government environments
Experience working within DoD or IC programs
Experience with the specific methodologies and technologies used on this program is a plus, including: Scaled Agile Framework (SAFe) 6.0 Department of Defense Adaptive Acquisition Framework (Software Acquisition Pathway)
Microsoft Office Suite
Strong skills with PowerPoint and MS Project
Software Language Familiarity Java Angular 9 TypeScript HTML5

Responsibilities

Help Desk Establishment & Rollout Lead the design, implementation, and operational rollout of a new help desk capability supporting enterprise systems and applications.
Develop and implement help desk policies, workflows, and standard operating procedures (SOPs) aligned with industry best practices (e.g., ITIL-based service management).
Configure and manage service management tools to support ticket intake, categorization, prioritization, escalation, and reporting.
Establish knowledge management practices, including documentation standards and knowledge base development.
Define service level objectives (SLOs), metrics, and reporting processes to measure help desk performance and user satisfaction.
Support onboarding and training of help desk staff, ensuring consistent service delivery and troubleshooting practices.
Operational Support & Technical Troubleshooting Serve as a primary point of contact for user support requests received via phone, email, chat, or service management platforms.
Log, categorize, prioritize, and track incidents and service requests in accordance with established processes.
Perform advanced troubleshooting for complex technical issues, including system behavior analysis, configuration reviews, and log analysis.
Resolve routine and complex issues using documented procedures and technical expertise.
Support user account management activities, including access requests, password resets, role-based permissions, and entitlement validation.
Provide guidance to users regarding system functionality, workflows, and standard operating procedures.
Escalation, Coordination, and Continuous Improvement Identify issues requiring escalation and coordinate with Tier 3 support, engineering teams, vendors, and system administrators.
Participate in incident response and service restoration activities, including support for high-priority operational events.
Conduct root cause analysis for recurring issues and recommend improvements to prevent future incidents.
Develop and maintain technical documentation and knowledge base articles to improve support efficiency and first-call resolution.
Support system updates, patches, releases, and configuration changes by validating fixes and assisting with post-deployment support.
Continuously improve help desk processes, user support workflows, and customer engagement practices.
Additional Support Activities Develop executive-level briefings and status updates for leadership and stakeholders.
Assist with project scheduling, task tracking, and coordination across development and support teams.
Support coordination between development, operations, and user communities within an Agile program environment.