Secret Clearance | Help Desk Support Specialist
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Job Location:
Norfolk, MA - USA
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Help Desk Support Specialist
Environment: Department of Defense Program of Record Air Clearance Transportation System Support
Location: Norfolk Naval Shipyard (1 day on-site per month)
Security Clearance: Active Secret Clearance (Required)
Certification: CompTIA Security CE (Required)
Job Description:
The Help Desk Support Specialist provides customer and technical support services for a Department of Defense (DoD) Program of Record supporting Air Clearance functionality within the Defense Transportation System. The system provides shipping and cargo routing capabilities for military operations.
This role is responsible for user account management help desk ticket processing access verification and customer support services. The specialist ensures compliance with DoD security standards while delivering timely and professional assistance to a user base of 2000 users. The position requires coordination with program management and development teams to resolve issues and maintain system functionality.
Responsibilities / Description of Duties:
Required Qualifications:
Desired Qualifications:
Environment: Department of Defense Program of Record Air Clearance Transportation System Support
Location: Norfolk Naval Shipyard (1 day on-site per month)
Security Clearance: Active Secret Clearance (Required)
Certification: CompTIA Security CE (Required)
Job Description:
The Help Desk Support Specialist provides customer and technical support services for a Department of Defense (DoD) Program of Record supporting Air Clearance functionality within the Defense Transportation System. The system provides shipping and cargo routing capabilities for military operations.
This role is responsible for user account management help desk ticket processing access verification and customer support services. The specialist ensures compliance with DoD security standards while delivering timely and professional assistance to a user base of 2000 users. The position requires coordination with program management and development teams to resolve issues and maintain system functionality.
Responsibilities / Description of Duties:
- Ensure all security documentation required for system access meets DoD certification and accreditation standards.
- Review validate and process Information Assurance (IA) documentation to create and maintain user accounts with proper roles and authorizations.
- Establish new user accounts upon approval of required documentation ensuring full compliance with access procedures.
- Reset passwords and build/rebuild new or existing user accounts upon approved customer request.
- Respond to user inquiries regarding application functionality operating systems hardware software and general technical assistance.
- Receive and respond to help desk requests using the Remedy ticketing system ensuring timely and complete responses.
- Log all help desk calls; resolve issues related to current system functionality and escalate or route tickets to appropriate support levels when necessary.
- Log and route all reported incidents within 24 hours of receipt.
- Create and log Project Change Requests Project Interface Requests Project Data Requests and Problem Tracking Requests within the Program Management Portal.
- Provide monthly Help Desk statistics reports to Program Management including metrics on tickets received tickets closed tickets open password resets account rebuilds rebuild requests and account deactivations.
- Communicate effectively with customers Program Managers developers civilian personnel and contractor team members to address system or user concerns.
Required Qualifications:
- Active Secret Security Clearance at time of onboarding.
- Active CompTIA Security certification at time of onboarding.
- Experience working with the Remedy ticketing system or similar help desk ticketing platforms.
- Strong written and verbal communication skills.
- Ability to work independently while managing a high-volume user base (2000 users).
- Strong organizational skills and attention to detail.
- Proficiency in Microsoft Outlook and Microsoft Office Suite.
- Experience using standard web browsers.
- Ability to collaborate effectively with civilian and contractor personnel.
Desired Qualifications:
- Ability to work collaboratively in a team environment and proactively raise concerns that may impact system or user functionality.
- Experience supporting enterprise-level government applications.
Required Experience:
Junior IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Conceras has provided consulting services to Federal Government agencies for over 6 years. Competitively priced and proven performance in IT consulting services
