Help Desk/Customer Support Analyst (SECRET)

Position: Help Desk/Customer Support Analyst (SECRET)

Functional Labor Category: Enterprise Knowledge Management

Location: Tampa, Florida 33621; multiple locations domestic and international

Minimum Security Clearance: Secret

RedSky is seeking an experienced Help Desk/Customer Support Analyst (SECRET) to join our team in support of Department of Defense. At RedSky, we pride ourselves on exceeding client expectations, and this role will be pivotal in driving our continued success. As a valued member of our collaborative and innovative team, you will contribute directly to our mission of delivering exceptional results.

We offer a comprehensive benefits package, including medical, dental, life insurance, and tuition reimbursement, along with additional perks such as a 401K plan, paid government holidays, and personal leave.

Responsibilities:

The Help Desk/Customer Support Analyst (SECRET) will serve as the first point of contact for end users across USSOCOM, its Components, and Theater Special Operations Commands (TSOCs) who require assistance with Microsoft 365 (M365), SharePoint Online, Power Platform, Microsoft Teams, and related knowledge management tools and systems. The analyst triages, troubleshoots, documents, and resolves user issues — or escalates them to the appropriate engineering or administration team — while maintaining a high standard of customer service in a mission-critical SOF environment. This Analyst role will provide frontline technical support for the United States Special Operations Command (USSOCOM) Enterprise Knowledge Management (EKM) program.

Required Skills/Qualifications:

• Active TS/SCI clearance
• Bachelor's degree in computer science, Information Technology, Information Systems, or related discipline -OR- equivalent combination of technical certifications and 5+ years of hands-on database administration experience in a DoD or federal enterprise environment. Note: Education requirement is subject to confirmation upon PWS release. Do not screen out experienced, cleared candidates based solely on degree status until the solicitation defines minimum qualifications.
•  Three (3)+ years of help desk, service desk, or customer support experience in a Department of Defense (DoD) or federal government IT environment.
• Three (3)+ years of ticketing system configuration, implementation, and user experience; ServiceNow, Remedy, Jira SM, or Dynamics 365
• Three (3)+ years of experience translating business problems into practical, scalable technical solutions.
• Three (3)+ years of experience troubleshooting M365 suite; SharePoint Online, Teams, OneDrive, Outlook, and Power Platform (Power Apps, Power Automate, Power BI) at a user-support level.
• Three (3)+ years of demonstrated experience diagnosing and resolving Tier 3 and below technical issues across desktop, browser-based, and cloud-hosted applications.
• Five (5+) years of proven excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users clearly and patiently.
• Five (5+) years of proven track record of delivering high-quality, professional customer service in a high-tempo, mission-critical environment.
• Strong attention to detail and monitor adherence to the schedule and deadlines.
• Perform and/or ensure proposal color team recovery is conducted.
• Self-motivated, proactive, and energetic.
• Strong sense of ownership and responsibility.
• Able to multi-task in a deadline-driven environment
• CompTIA Security+ certification
• ITIL 4 Fundamentals certification preferred
• Experience operating in GCC High, IL-4/IL-5/IL-6, or SIPRNet environments preferred

RedSky LLC is an equal opportunity employer. Our policy is to provide fair and equal employment opportunities for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. RedSky hires and promotes individuals solely based on their qualifications for the job to be filled. RedSky believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.