APACS Helpdesk Specialists

Overview

Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national security issues. With over 50 years of business expertise and consistent growth, we are known for continuous innovation for our government customers, in both the US and abroad. Our exceptionally talented team is highly collaborative in spirit and practice, producing Results that Matter. Come work with the best! We offer opportunity, unique challenges, and clear-sighted commitment to the mission. SPA: Objective. Responsive. Trusted.

The SLA Analysis Group's mission is to deliver objective analyses, plans and strategies to US Navy, US Marine Corps, USAF, other DoD, and Australian Defence Force clients to support technology development, acquisition, delivery and sustainment decisions. The group provides the core of SPA thought leadership on Undersea Strategy, Software Development and Cost Estimating, with additional benchmark capabilities in AI/ML & Decision Analytics, Modeling and Simulation, and Future Force Assessments.

SPA has a need for Helpdesk Specialists (Junior and Journeyman levels) to support APACS and Foreign Clearance Program users with account assistance, system troubleshooting, and policy‑guided helpdesk services. These positions provide front‑line support that ensures users receive timely and accurate resolution of issues.

Responsibilities

• Respond to user inquiries via calls, emails, and tickets, assisting with account setup, system navigation, and basic troubleshooting.
• Use procedures, scripts, and knowledge‑base articles to resolve common issues; escalate complex or policy‑sensitive cases appropriately.
• Log, track, and update tickets to ensure clear communication and timely resolution.
• Document issues, workarounds, and knowledge gaps, contributing to updates of guides, training, and user support materials.
• Identify recurring user problems and provide feedback that improves documentation, training, and system functionality.
• Support coordination activities such as noting action items, updating documentation, and assisting with workflow improvements.

Qualifications

Required (All Levels)

• Active Secret clearance and the ability to maintain it throughout employment
• Strong communication skills and ability to follow structured procedures in a ticket‑based environment

Education

Junior Level:

• High school diploma or equivalent; additional IT coursework, certificates, or training a plus

Journeyman Level:

• Bachelor's degree in a relevant field or equivalent experience

Experience Requirements

Junior Level (0-3 years)

• Customer service, call center, or entry‑level helpdesk experience
• Ability to learn systems and follow troubleshooting scripts and guidance

Journeyman Level (4+ years)

• Helpdesk or customer‑support experience supporting enterprise systems
• Ability to interpret policy and procedural guidance and apply it to user issues
• Experience documenting resolutions and improving support materials

Desired

• Familiarity with APACS, the Foreign Clearance Guide, or other government case‑management systems
• Exposure to DoD or government IT environments, ITIL practices, or ticketing tools
• Interest in growth toward advanced IT, system administration, or cybersecurity roles

Pay Range Information

At SPA, we strive to deliver a robust total compensation package that will attract and retain top talent. Elements of the compensation package include competitive base pay and variable compensation opportunities. SPA provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, etc. Please note that the salary information shown below is a general guideline only. Salaries are commensurate with experience and qualifications, as well as market and business considerations. Virginia, Pay Transparency Salary range: USD $70,000.00/Yr. - USD $90,000.00/Yr.