Secret Clearance | Help Desk Support Specialist
Environment : Department of Defense Program of Record | Air Clearance Transportation System Support
Location : Norfolk Naval Shipyard (1 day on-site per month)
Security Clearance : Active Secret Clearance (Required)
Certification : CompTIA Security+ CE (Required) Job Description:
The Help Desk Support Specialist provides customer and technical support services for a Department of Defense (DoD) Program of Record supporting Air Clearance functionality within the Defense Transportation System. The system provides shipping and cargo routing capabilities for military operations.
This role is responsible for user account management, help desk ticket processing, access verification, and customer support services. The specialist ensures compliance with DoD security standards while delivering timely and professional assistance to a user base of 2,000+ users. The position requires coordination with program management and development teams to resolve issues and maintain system functionality. Responsibilities / Description of Duties:
- Ensure all security documentation required for system access meets DoD certification and accreditation standards.
- Review, validate, and process Information Assurance (IA) documentation to create and maintain user accounts with proper roles and authorizations.
- Establish new user accounts upon approval of required documentation, ensuring full compliance with access procedures.
- Reset passwords and build/rebuild new or existing user accounts upon approved customer request.
- Respond to user inquiries regarding application functionality, operating systems, hardware, software, and general technical assistance.
- Receive and respond to help desk requests using the Remedy ticketing system, ensuring timely and complete responses.
- Log all help desk calls; resolve issues related to current system functionality and escalate or route tickets to appropriate support levels when necessary.
- Log and route all reported incidents within 24 hours of receipt.
- Create and log Project Change Requests, Project Interface Requests, Project Data Requests, and Problem Tracking Requests within the Program Management Portal.
- Provide monthly Help Desk statistics reports to Program Management, including metrics on tickets received, tickets closed, tickets open, password resets, account rebuilds, rebuild requests, and account deactivations.
- Communicate effectively with customers, Program Managers, developers, civilian personnel, and contractor team members to address system or user concerns.
- Active Secret Security Clearance at time of onboarding.
- Active CompTIA Security+ certification at time of onboarding.
- Experience working with the Remedy ticketing system or similar help desk ticketing platforms.
- Strong written and verbal communication skills.
- Ability to work independently while managing a high-volume user base (2,000+ users).
- Strong organizational skills and attention to detail.
- Proficiency in Microsoft Outlook and Microsoft Office Suite.
- Experience using standard web browsers.
- Ability to collaborate effectively with civilian and contractor personnel.
- Ability to work collaboratively in a team environment and proactively raise concerns that may impact system or user functionality.
- Experience supporting enterprise-level government applications.
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