USER SUPPORT SPECIALIST/ HELP DESK SUPPORT
About The Position
VSolvit is seeking a User Support Specialist / Help Desk Support to support the project team and the Office of Legal Policy and Program Development (CG-LPD). The role provides Tier II support in a help desk environment and leads efforts to resolve complex IT issues. It requires advanced technical knowledge across multiple platforms, proactive system monitoring, and coordination with engineering teams to resolve persistent or systemic issues. The position also contributes to help desk process improvement and reporting. The role supports a case management application used by U.S. Coast Guard law enforcement units. Duties include systems administration and patch management for Tomcat-based servers, monitoring system and application health, administering accounts for approximately 2,000 personnel, generating database reports, and maintaining security artifacts and controls to support eMASS compliance. The employee is expected to adhere to normal working hours, meet deadlines, follow company policies, communicate regularly with assigned supervisors, stay focused on assigned tasks, and complete other tasks as assigned.
Requirements
- Security Plus (or higher) certification.
- At least 5 years of experience with Case Matter Tracking Systems.
- U.S. citizenship.
- Ability to obtain and maintain a DoD Secret clearance.
- If applicable, a post-employment ethics letter is required if the candidate is or has been recently employed by the U.S. government and is offered employment with VSolvit.
Nice To Haves
- Experience working with the military and/or government.
- Excellent written and verbal communication skills.
- Strong organizational and planning skills.
- Excellent time management skills and ability to multitask and prioritize work.
- Attention to detail and problem-solving skills.
Responsibilities
- Provide Tier II Help Desk support for the Office of Policy and Program Development (CG-LPD).
- Perform systems administration and patch management for Tomcat-based servers supporting a case management application used by U.S. Coast Guard law enforcement units.
- Monitor system and application health and activity to identify issues and support operational continuity.
- Create and manage user accounts and grant or troubleshoot access for approximately 2,000 personnel across supported units.
- Pull and generate reports from the application's database to support user and leadership requests.
- Maintain security artifacts and controls, remediate findings where possible, and develop Plans of Action & Milestones (POA&Ms) for findings that cannot be fixed immediately, keeping systems within eMASS compliance timelines.
- Respond to service desk tickets and user requests for technical assistance across hardware, software, and network issues.
- Document troubleshooting steps, resolutions, and system configurations in support documentation and ticketing systems.
- Administer user accounts, including creation, updates, disabling, and password resets.
- Support help desk process improvement and reporting.
Benefits
- Customizable benefits program.
- Medical, dental, and vision insurance may be offered.
- Life insurance may be offered.
- Long- and short-term disability and other insurance products may be offered.
- Health Savings Account may be offered.
- Flexible Spending Account may be offered.
- 401(k) retirement plan options may be offered.
- Tuition reimbursement may be offered.
- Assorted voluntary benefits may be offered.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
