Help Desk Specialist Mid Tier 1

Overview

[Employer] is hiring an experienced Tier 1 Help Desk Specialist to support authorized users of the Defense Casualty Information Processing System (DCIPS) Future. You will independently diagnose application and access issues, prepare clear escalation records, and help improve support procedures. You will work within Tier 1 responsibilities and coordinate with Tier 2, Tier 3, infrastructure, and cybersecurity specialists.

Under Total Contact Ownership, you will keep users informed, track assigned requests after escalation, and confirm resolution before closure. Accuracy, discretion, and respectful service are essential to this Department of Defense mission.

This position is fully remote. The DCIPS Future user-support service window is 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays. Individual work schedules are assigned to support that coverage.

Duties & Responsibilities

• Receive, categorize, prioritize, and document incidents and requests in the service-management system through approved support channels.
• Diagnose DCIPS Future application, account, authentication, software, hardware, and connectivity issues. Use approved diagnostic tools, reproduce issues when appropriate, and distinguish symptoms from verified causes.
• Perform authorized account and credential actions, including provisioning, changes, password and access support, and deactivation. Apply identity verification and access-control procedures; route actions outside assigned permissions to authorized administrators. Apply Zero Trust principles when troubleshooting authentication and access issues.
• Prepare escalations with affected users, mission impact, diagnostic evidence, troubleshooting results, and the assistance required from Tier 2, Tier 3, or another technical team.
• Track progress after escalation, communicate status and next steps, and verify and document the resolution with the user.
• Identify emerging outages and suspected security incidents. Coordinate notifications with the Shift Lead and designated technical owners.
• Coach junior specialists in first-line troubleshooting, ticket quality, customer communication, and the use of approved procedures.
• Review recurring issues and recommend improvements to support procedures, knowledge articles, and user training. Validate proposed self-service content using approved test environments and sample or sanitized data before submitting it for publication review.
• Coordinate DCIPS-related hardware exchange, repair requests, and enterprise-service dependencies with responsible support organizations.
• Record service metrics, flag tickets at risk of missing service targets, and provide complete handovers of open incidents and actions.
• Protect sensitive support data. Take part in DCIPS-specific training and checks of support workflows, knowledge resources, and escalation routes.

Qualifications

• Active Secret clearance or higher.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least five years of IT customer-support or service-desk experience, including at least two years in a federal or defense environment.
• Experience with IT service-management tools, incident tracking, service-level management, and ITIL-aligned ticket-triage workflows.
• Proficiency in Windows and Linux troubleshooting, user account administration, and remote desktop tools.
• Knowledge of network fundamentals, VPNs, Active Directory, multi-factor authentication, and public key infrastructure certificate management.
• Experience troubleshooting email, collaboration tools, and endpoint-security applications, with an understanding of Zero Trust and secure access management.
• Familiarity with the Risk Management Framework, DISA Security Technical Implementation Guides, and DoD cybersecurity requirements.
• Strong problem-solving, documentation, and customer-service skills, with the ability to work independently and coordinate with remote technical teams.

Preferred certifications

• CompTIA Security+ CE
• CompTIA A+ or Network+
• ITIL 4 Foundation or HDI Support Center Analyst.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: [Employer] is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of [Employer] to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, [Employer] will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize [Employer] to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should [Employer]. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Originally posted on [Employer]