Junior Help Desk Specialist – Tier 1

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary point of contact for authorized users of the Defense Casualty Information Processing System (DCIPS) Future.

• Handle incidents, service requests, and inquiries through designated support channels.

• Document, classify, and prioritize interactions in the service-management system.

• Diagnose application usage, user access, software, hardware, and connectivity issues using established procedures and knowledge resources.

• Authenticate user identity and facilitate account creation, modifications, deactivation, and credential management in accordance with approved security protocols.

• Execute account actions within designated permissions and escalate other actions to authorized administrators.

• Adhere to least-privilege protocols aligned with Zero Trust principles.

• Record symptoms, impacted users, troubleshooting processes, and outcomes.

• Refer unresolved issues to Tier 2, Tier 3, or the relevant technical team.

• Monitor assigned tickets after escalation, provide updates on status and next steps, confirm results, and document resolution and closure.

• Detect potential outages or security incidents and inform the designated lead or response team.

• Manage hardware exchanges, repair-service requests, and other support-related tasks.

• Identify recurring inquiries and areas for documentation improvement.

• Assist in updating self-service guidance and troubleshooting articles, and offer feedback on user training.

• Maintain service performance data and handover documentation.

• Safeguard controlled unclassified information and sensitive personal and mission data using approved tools and procedures.

• Complete DCIPS-specific training and familiarize with support workflows, knowledge resource utilization, and escalation processes.

⛳️ Requirements

• Active Secret clearance or higher is required.

• High school diploma or equivalent is mandatory.

• Zero to two years of experience in technical support, help desk, or customer service; prior experience is not essential.

• Basic knowledge of IT systems, networks, and security concepts, including Windows, Microsoft 365, and connectivity troubleshooting.

• Familiarity with ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar tools.

• Awareness of Active Directory, multi-factor authentication, VPNs, and remote access.

• Understanding of ITIL-based incident and service request processes.

• Strong written and verbal communication skills along with meticulous documentation abilities.

• Capacity to assist users with diverse technical backgrounds.

• Ability to adhere to procedures, manage competing requests with composure, and enhance technical skills through training.

• Preferred certifications include CompTIA Security+, CompTIA A+, or Network+, ITIL 4 Foundation.

🏝️ Benefits

• Regular full-time employment.

• Fully remote work opportunity.

• Service window schedule from 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays.

• Complete DCIPS-specific training and practice support workflows prior to service activation and as application updates occur.