Help Desk Technician Springfield, VA Target Compensation: $90k - $120k TS/SCI with Polygraph Needed to Apply Position Summary The Help Desk Technician provides technical and functional support for a Commercial Off‑The‑Shelf (COTS) software solution delivered to a U.S. Government customer. The COTS platform integrates with external systems to support the federal acquisition lifecycle. This role serves as a primary point of contact for end users, resolves or routes incidents and service requests, supports adoption of the new system, and helps the program maintain reliable operations and a positive customer experience. The ideal candidate combines strong customer service, disciplined troubleshooting, clear communication, and familiarity with federal IT support environments. Key Responsibilities • End-user support: Provide responsive Tier 1 and Tier 2 assistance by phone, email, ticketing system, virtual meeting, or other approved channels. • Incident management: Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service-level targets. • Service requests: Fulfill routine requests such as account support, access questions, and system navigation assistance. • Functional support: Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features. • Technical troubleshooting: Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues. • Escalation: Reproduce issues, capture evidence, assess operational impact, and route unresolved problems to the technical product team. • User communication: Provide clear status updates, workarounds, resolution instructions, and closure confirmations using language appropriate for both technical and nontechnical audiences. • Deployment support: Participate in go-live preparation, readiness activities, user onboarding, and post-launch hypercare. • Knowledge management: Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses. • Problem identification: Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities. • Operational reporting: Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories. • Team coordination: Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders. • Continuous improvement: Contribute lessons learned and recommend improvements to support processes, tools, documentation, and user experience. Required Qualifications • Active Top Secret Security Clearance with CI Polygraph. • Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. Relevant professional experience may substitute for the degree requirement. • Experience supporting Intelligence Community or DoD programs. • Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role. • Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately. • Strong written and verbal communication skills, including the ability to translate technical concepts for nontechnical users. • Professional customer service skills, sound judgment, patience, attention to detail, and a strong sense of ownership. • Ability to prioritize competing requests, meet service expectations, and remain effective during go-live or high-volume support periods. • Experience using ticketing, knowledge-base, collaboration, and remote-support tools. • Ability to learn complex federal, DoD, and Agency-specific acquisition and business processes, terminology, roles, and business rules. • Ability to work effectively with geographically distributed government and contractor teams. Preferred Qualifications • Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers. • Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar). • Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations. • Experience creating knowledge articles, job aids, standard operating procedures, and user training materials. • Knowledge of software development life cycle (SDLC) practices, principles, and techniques as they apply to Agile development. • Relevant certifications such as CompTIA A+, Network+, or Security+. Work Location and Schedule • Work will be performed at the customer site in Springfield, VA. • This is a full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September. Help Desk Technician Springfield, VA Position Summary The Help Desk Technician provides technical and functional support for a Commercial Off‑The‑Shelf (COTS) software solution delivered to a U.S. Government customer. The COTS platform integrates with external systems to support the federal acquisition lifecycle. This role serves as a primary point of contact for end users, resolves or routes incidents and service requests, supports adoption of the new system, and helps the program maintain reliable operations and a positive customer experience. The ideal candidate combines strong customer service, disciplined troubleshooting, clear communication, and familiarity with federal IT support environments. Key Responsibilities • End-user support: Provide responsive Tier 1 and Tier 2 assistance by phone, email, ticketing system, virtual meeting, or other approved channels. • Incident management: Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service-level targets. • Service requests: Fulfill routine requests such as account support, access questions, and system navigation assistance. • Functional support: Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features. • Technical troubleshooting: Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues. • Escalation: Reproduce issues, capture evidence, assess operational impact, and route unresolved problems to the technical product team. • User communication: Provide clear status updates, workarounds, resolution instructions, and closure confirmations using language appropriate for both technical and nontechnical audiences. • Deployment support: Participate in go-live preparation, readiness activities, user onboarding, and post-launch hypercare. • Knowledge management: Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses. • Problem identification: Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities. • Operational reporting: Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories. • Team coordination: Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders. • Continuous improvement: Contribute lessons learned and recommend improvements to support processes, tools, documentation, and user experience. Required Qualifications • Active Top Secret Security Clearance with CI Polygraph. • Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. Relevant professional experience may substitute for the degree requirement. • Experience supporting Intelligence Community or DoD programs. • Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role. • Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately. • Strong written and verbal communication skills, including the ability to translate technical concepts for nontechnical users. • Professional customer service skills, sound judgment, patience, attention to detail, and a strong sense of ownership. • Ability to prioritize competing requests, meet service expectations, and remain effective during go-live or high-volume support periods. • Experience using ticketing, knowledge-base, collaboration, and remote-support tools. • Ability to learn complex federal, DoD, and Agency-specific acquisition and business processes, terminology, roles, and business rules. • Ability to work effectively with geographically distributed government and contractor teams. Preferred Qualifications • Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers. • Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar). • Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations. • Experience creating knowledge articles, job aids, standard operating procedures, and user training materials. • Knowledge of software development life cycle (SDLC) practices, principles, and techniques as they apply to Agile development. • Relevant certifications such as CompTIA A+, Network+, or Security+. Work Location and Schedule • Work will be performed at the customer site in Springfield, VA. • This is a full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.