Overview
Schedule
Full-time
Career level
Senior-level
Remote
On-site
Job Description
cFocus Software seeks a Help Desk Specialist to join our program supporting the United States Air Force (USAF). This position is on-site in Linthicum Heights, MD. This position requires an Active TS/SCI clearance.Qualifications:
- Active TS/SCI clearance
- B.S. Computer Science, Information Technology, or a related field
- Experience providing help desk, service desk, or comparable technical support for enterprise IT users.
- Ability to troubleshoot system, application, infrastructure, network connectivity, and video or telecommunications issues and recognize when specialist support is needed.
- Experience using an IT ticketing system to document incidents, manage requests, route escalations, and follow issues through resolution.
- Ability to write clear troubleshooting instructions and knowledge articles, explain technical steps to users, and maintain complete support records.
- Customer service skills, sound prioritization, and the ability to coordinate with remote users and technical teams across multiple locations.
- Serve as a point of contact for DC3 users seeking assistance with systems, applications, infrastructure, networks, and telecommunications. Receive requests through Government-approved support channels.
- Provide Tier 1 support for foundational enterprise services and perform assigned Tier 2 troubleshooting for designated systems and applications within the program’s lifecycle responsibility.
- Support Tier 0 self-service by maintaining knowledge articles, troubleshooting guidance, and user instructions that help resolve common issues.
- Triage incidents and service requests, determine the appropriate support queue, and route unresolved Tier 1 issues to Tier 2 personnel. Coordinate further escalation to Tier 3 specialists when needed.
- Retain ownership of escalated tickets through closure, follow up with support teams, communicate status to users, and document resolution actions.
- Respond to, document, and track incidents and service requests in the Government-approved ticketing system daily by 5 p.m. Eastern Time. Record symptoms, troubleshooting steps, escalation details, and outcomes.
- Manage and fulfill assigned requests for video and telecommunications services, including troubleshooting and coordination with the appropriate technical teams.
- Support and fulfill requests involving applications, infrastructure, networks, research and development, and innovation services within the assigned support scope.
- Assist with user onboarding and training, system monitoring, and knowledge management. Support enterprise identity, credential, and access management activities as authorized.
- Develop and update troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
- Collect service desk performance data and contribute to reports requested by the Government. Identify recurring issues and recommend improvements to troubleshooting guidance and support workflows.
- Follow approved security, access, and incident response procedures; promptly elevate suspected security incidents or service disruptions to designated operations and cybersecurity personnel.
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FAQs About USAF - Help Desk Specialist Jobs at cFocus Software Incorporated
What is the work location for this position at cFocus Software Incorporated?
This job at cFocus Software Incorporated is located in Linthicum Heights, MD, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at cFocus Software Incorporated?
Employer has not shared pay details for this role.
What employment applies to this position at cFocus Software Incorporated?
cFocus Software Incorporated lists this role as a Full-time position.
What experience level is required for this role at cFocus Software Incorporated?
cFocus Software Incorporated is looking for a candidate with "Senior-level" experience level.
What is the process to apply for this position at cFocus Software Incorporated?
You can apply for this role at cFocus Software Incorporated either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.