USAF - Help Desk Specialist

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.

Duties

• 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.