Help Desk Specialist - Secret Cleared - 175881

Responsibilities: of the Help Desk Specialist: Provide Tier 1 and Tier 2 technical support for mission-critical communication systems in a 24/7 operational environment, resolving user-reported hardware, software, application, and connectivity issues. Monitor and respond to support requests through multiple channels, utilizing ticketing and monitoring tools to prioritize incidents, track trends, and ensure timely resolution. Troubleshoot complex network and communications issues involving Link 16, JREAP-C, SIPR connectivity, application deployment failures, and mission system performance. Support mission operations by maintaining Systems Integration Laboratory (SIL) capabilities, assisting with mission initialization activities, and ensuring operational system availability. Escalate advanced technical issues to Subject Matter Experts while coordinating resolution efforts, documenting solutions, and improving support processes through operational analysis and reporting. Qualifications: of the Help Desk Specialist: 2-8 years of experience supporting enterprise help desk, network operations center (NOC), systems administration, or technical support environments Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, or related field preferred Experience providing Tier 1 and/or Tier 2 technical support for Windows-based systems, applications, and network infrastructure Ability to diagnose and troubleshoot software, hardware, operating system, connectivity, and application-related issues Experience working with ticket tracking systems, incident management processes, and operational support workflows Familiarity with networking concepts including TCP/IP, DNS, VPNs, routing, switching, and secure communications Ability to communicate technical issues clearly to end users and senior technical personnel Experience supporting secure government, defense, or mission-critical environments preferred Strong analytical, troubleshooting, documentation, and customer service skills