Tier 1 Desktop Support

BDR Solutions•San Antonio, TX

About The Position

BDR Solutions, LLC supports the U.S. Federal Government in achieving its mission and goals by integrating with client organizations to improve business and technical operations. 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. The role resolves end-user issues involving operational medicine applications, including Health Care Delivery mobile and web-based systems, supporting hosting platforms, and mobile devices used in deployed and clinical environments. The agent supports timely, accurate incident resolution, customer readiness, and mission-critical operational medicine workflows. Primary work locations are San Antonio, Texas, and Falls Church, Virginia. Applicants must be U.S. citizens and have an active Public Trust T3 clearance or be able to obtain one. The position requires six or more years of enterprise experience coordinating advanced technical project schedules, and a bachelor’s degree in an IT- or math-related field or equivalent experience. Candidates must hold an active IAT II certification (Security+) with related Computing Environment (CE) Splunk certifications to comply with DoD 8570 and DoD 8140.03 requirements. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. They may also undergo a background investigation that can include criminal history, employment and education verification, drug testing, and creditworthiness. The compensation range is $40,000–$50,000. Compensation decisions may depend on location, skills, experience and training, security clearances, licensure and certifications, and other business and organizational needs. BDR Solutions is an Equal Opportunity Employer; protected veterans and individuals with disabilities are among those protected by its equal opportunity policy.

Requirements

U.S. citizenship.
Active Public Trust T3 clearance or ability to obtain one.
Six or more years of enterprise 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.
Strong communication, documentation, and customer-service skills.
Ability to meet eligibility requirements for access to classified information and obtain a government-granted security clearance.

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 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 HCD 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 actions.
Document interactions, troubleshooting steps, and resolutions in the ITSM system according to Global Service Center 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 contribute to continuous improvement.
Maintain awareness of JOMIS system schedules, releases, outages, and operational posture changes.