Technical Service Desk Specialist

Overview

Provide Tier I and Tier II technical support for multiple applications in a fast-paced, mission-focused environment, serving as a primary point of contact for end users. Manage Service Desk tickets, troubleshoot application and technical issues, monitor incidents, and drive issues to resolution or appropriate escalation. Collaborate with engineering and management teams to implement effective resolutions and workarounds while communicating clearly with technical and non-technical users.

The role requires strong troubleshooting, customer service, and problem-solving skills, along with the ability to learn emerging technologies such as SharePoint, PowerApps, Foundry, WDP, and FlankSpeed. This is a full-time, onsite position in the Hampton Roads area requiring an active Secret Security Clearance.

Duties

• Provide Tier I and II technical support of multiple applications.
• Manage and resolve Service Desk tickets in a high demand and fast-paced environment.
• Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary.
• Collaborate closely with engineering and management teams while maintaining professional and clear communication.
• Identify and implement needed resolutions or workaround solutions for technical issues in a structured manner.

Required Skills

• Experience serving as the first point of contact for customers seeking technical assistance over the phone and email.
• Experience monitoring and maintaining the service desk ticketing system to ensure the timely resolution of issues.
• Strong customer service skills and the ability to communicate technical information to non-technical users.
• Strong written and communication skills with professionalism in interactions across all organizational levels
• Ability to work independently and as part of a team in a fast-paced environment.
• Secret Security Clearance required.

Preferred Skills

• Ability to learn emerging IT technologies with tools in War Data Platform (WDP), or FlankSpeed. Such as SharePoint administration, PowerApps, Foundry.
• Familiarity with ticketing systems and service management frameworks.
• Degree in IT, Computer Science, Communications, or a related field.
• CompTIA Security+, OS Certifications.