User Support Specialist – Help Desk Support

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

📋 Description

• Deliver Tier II Help Desk assistance for the Office of Policy and Program Development (CG-LPD).

• Execute systems administration and patch management for Tomcat-based servers that support a case management application utilized by U.S. Coast Guard law enforcement units.

• Oversee system and application health and activity to pinpoint issues and ensure operational continuity.

• Create and manage user accounts, providing and troubleshooting access for around 2,000 personnel.

• Extract and generate reports from the application's database as per user and leadership requests.

• Maintain security artifacts and controls, address findings, and develop Plans of Action & Milestones (POA&Ms).

• Ensure systems remain compliant with eMASS timelines.

• Address service desk tickets and technical assistance requests related to hardware, software, and network challenges.

• Document troubleshooting procedures, solutions, and system configurations.

• Conduct user account administration, including creation, updates, deactivation, and password resets.

• Spearhead resolution efforts for intricate IT challenges.

• Collaborate with engineering teams to address ongoing or systemic issues.

• Contribute to help desk process enhancement and reporting.

⛳️ Requirements

• Security Plus (or higher) certification is required.

• A minimum of 5 years of experience with Case Matter Tracking Systems.

• Must be a U.S. Citizen.

• Capability to obtain and maintain a DoD Secret clearance.

• A post-employment ethics letter is required if applicable for recent U.S. government employees.

• Experience working with military and/or government entities is preferred.

• Strong written and verbal communication skills are preferred.

• Excellent organizational and planning skills are preferred.

• Superb time management abilities with the capacity to multitask and prioritize work effectively are preferred.

• Attention to detail and strong problem-solving skills are preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Life insurance.

• Long- and short-term disability insurance.

• Health Savings Account.

• Flexible Spending Account.

• 401(k) Retirement Plan options.

• Tuition Reimbursement.

• A variety of voluntary benefits.

• Customizable benefits program.