Tier 1 Desktop Support
About The Position
The Tier 1 Desktop Support Agent provides frontline technical support for JOMIS customers across the Military Health System (MHS). The position resolves end-user issues involving 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 is responsible for timely and accurate incident resolution, customer readiness, and support of mission-critical operational medicine workflows. The role’s primary work locations are San Antonio, Texas, and Falls Church, Virginia. Applicants must be U.S. citizens and hold an active Public Trust T3 clearance or be able to obtain one. The position requires a bachelor’s degree in an IT- or math-related field or equivalent experience, six or more years of experience coordinating advanced technical project schedules, and an active IAT II certification (Security+) with related Computing Environment (CE) Splunk certifications. The compensation range is $40,000–$50,000, with decisions based on factors including location, skills, experience, training, clearances, and certifications. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Applicants may also be subject to background checks, drug testing, and creditworthiness review.
Requirements
- Must be a U.S. citizen.
- Active Public Trust T3 clearance or ability to obtain one.
- Six or more years of experience 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.
- Experience providing Tier 1 or help desk technical support in an enterprise or DoD environment.
- Familiarity with mobile device troubleshooting (iOS and Android) and web application support.
- Understanding of basic networking, user authentication, and device connectivity principles.
- Ability to follow structured ITSM processes in an incident management system such as ServiceNow, Remedy, or equivalent.
- Strong communication, documentation, and customer-service skills.
- Must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance.
- Applicants may be subject to a background investigation, including criminal history, employment and education verification, drug testing, and creditworthiness review.
Nice To Haves
- ITIL4/5 Foundations Certification.
- Experience working within Military Health and Operational Medicine environments.
- Familiarity with the ServiceNow (MHSSHD) ITSM ticketing system.
- Knowledge of JOMIS applications, HCD mobile/web systems, or Deployed Operational Medicine solutions.
Responsibilities
- Serve as the initial point of contact for JOMIS and HCD application users through phone, ticketing system, chat, and email via the DHA Global Service Center.
- Provide Tier 1 troubleshooting for mobile applications, government-hosted web applications, secure mobile devices, tablets, ruggedized field devices, hosting platforms, connectivity, and authentication services.
- Perform account support, including password resets, access validation, multi-factor authentication support, CAC troubleshooting, and basic provisioning.
- Document interactions, troubleshooting steps, and resolutions in an ITSM system such as Remedy or ServiceNow, following GSC standards.
- Escalate unresolved or complex incidents to Tier 2 or Tier 3 teams with accurate categorization and detailed technical notes.
- Support operational medicine personnel, including providers and deployed medical teams, while minimizing disruption to mission activities.
- Follow established SOPs, knowledge articles, and cybersecurity guidelines for JOMIS and HCD program-of-record systems.
- Assist with testing, validating, and documenting user issues related to application updates, mobile device configurations, and hosting platform changes.
- Submit knowledge article updates, recurring-issue insights, and user-experience feedback to support continuous improvement.
- Maintain awareness of JOMIS system schedules, releases, outages, and operational posture changes.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
