Tier 1 Desktop Support Agent

BDR Solutions LLC • San Antonio, TX

17h • $75,000 - $90,000 • Onsite

About The Position

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments. (Military Veterans are highly encouraged to apply)

The Tier 1 Desktop Support Agent provides frontline technical support for JOMIS customers across the Military Health System (MHS). This role focuses on resolving end-user issues related to operational medicine applications, including Health Care Delivery (HCD) mobile and web-based systems, supporting hosting platforms, and mobile devices used in deployed and clinical environments. The agent ensures timely and accurate incident resolution, contributes to customer readiness, and supports mission-critical operational medicine workflows.

Requirements

• Experience providing Tier 1 or help desk technical support in an enterprise or DoD environment.
• Familiarity with mobile device troubleshooting (iOS, Android) and web application support.
• Understanding of basic networking, user authentication, and device connectivity principles.
• Ability to follow structured ITSM processes within an incident management system (ServiceNow, Remedy, or equivalent).
• Strong communication, documentation, and customer-service skills.
• Knowledge of JOMIS applications, HCD mobile/web systems, or Deployed Operational Medicine solutions.
• Must be a US Citizen
• Active Public Trust T3 Clearance or ability to obtain one
• 6+ years enterprise coordinating advanced technical project schedules
• Bachelor’s degree in an IT or math related field or equivalent experience
• Current active IAT II certification (Security+) with related Computing Environment (CE) Splunk certifications to comply with DoD 8570 and DoD 8140.03 requirements

Nice To Haves

• ITIL4/5 Foundations Certification
• Experience working within Military Health and Operational Medicine environments
• Familiarity with ServiceNow (MHSSHD) ITSM ticketing system

Responsibilities

• Serve as the initial point of contact for JOMIS and HCD application users via phone, ticketing system, chat, and email through the DHA Global Service Center.
• Provide Tier 1 troubleshooting for deployed and fixed-facility users experiencing issues with: Mobile applications supporting HCD workflows; Web applications hosted on government-managed platforms; Secure mobile devices, tablets, and ruggedized field devices; Hosting platforms, connectivity, and authentication services.
• Perform account support tasks including password resets, access validation, multi-factor authentication support, CAC troubleshooting, and basic provisioning actions.
• Document all interactions, troubleshooting steps, and resolutions in the ITSM system (e.g., Remedy, ServiceNow) according to GSC standards.
• Escalate unresolved or complex incidents to Tier 2/Tier 3 teams, ensuring accurate categorization and detailed technical notes.
• Support operational medicine personnel, including providers and deployed medical teams, ensuring minimal disruption to mission activities.
• Follow established SOPs, knowledge articles, and cybersecurity guidelines for JOMIS and HCD program-of-record systems.
• Assist in testing, validating, and documenting user issues related to application updates, mobile device configurations, and hosting platform changes.
• Contribute to continuous improvement by submitting knowledge article updates, recurring issue insights, and user experience feedback.
• Maintain awareness of JOMIS system schedules, releases, outages, and operational posture changes.

Benefits

• Compensation range: $75,000 - $90,000
• Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level