Help Desk Specialist
No salary listed
Mid
Bachelor's
Linthicum Heights, MD, USA
In Person
IT OperationsIT Service Desk & End User Support
No H1B Sponsorship
US Top Secret Clearance Required
About the job
Requirements
- Active Top Secret/Sensitive Compartmented Information clearance.
- Bachelor of Science degree in Computer Science, Information Technology, or a related field.
- Experience providing help desk, service desk, or comparable technical support for enterprise IT users.
- Ability to troubleshoot system, application, infrastructure, network connectivity, video, and telecommunications issues and recognize when specialist support is needed.
- Experience using an IT ticketing system to document incidents, manage requests, route escalations, and follow issues through resolution.
- Ability to write clear troubleshooting instructions and knowledge articles, explain technical steps to users, and maintain complete support records.
- Customer service skills, sound prioritization, and ability to coordinate with remote users and technical teams across multiple locations.
Responsibilities
- Serve as a point of contact for DC3 users seeking assistance with systems, applications, infrastructure, networks, and telecommunications, and receive requests through Government-approved support channels.
- Provide Tier 1 support for foundational enterprise services and perform assigned Tier 2 troubleshooting for designated systems and applications within the program’s lifecycle responsibility.
- Support Tier 0 self-service by maintaining knowledge articles, troubleshooting guidance, and user instructions to help resolve common issues.
- Triage incidents and service requests, determine the appropriate support queue, and route unresolved Tier 1 issues to Tier 2 personnel; coordinate further escalation to Tier 3 specialists when needed.
- Retain ownership of escalated tickets through closure, follow up with support teams, communicate status to users, and document resolution actions.
- Respond to, document, and track incidents and service requests daily by 5 p.m. Eastern Time in the Government-approved ticketing system, recording symptoms, troubleshooting steps, escalation details, and outcomes.
- Manage and fulfill assigned requests for video and telecommunications services, including troubleshooting and coordination with appropriate technical teams.
- Support and fulfill requests involving applications, infrastructure, networks, research and development, and innovation services within the assigned support scope.
- Assist with user onboarding and training, system monitoring, and knowledge management; support enterprise identity, credential, and access management activities as authorized.
- Develop and update troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
- Collect service desk performance data and contribute to reports requested by the Government; identify recurring issues and recommend improvements to troubleshooting guidance and support workflows.
- Follow approved security, access, and incident response procedures, and promptly elevate suspected security incidents or service disruptions to designated operations and cybersecurity personnel.
About the company
cFocus Software provides cybersecurity, cross-domain, geospatial, and IT services to federal government agencies. It helps agencies design, implement, and manage security architectures, cross-domain data workflows, and geospatial solutions through consulting, implementation, and ongoing support. It differentiates itself with 18+ years of federal-focused experience and deep domain knowledge in government cybersecurity and geospatial work. Its goal is to help federal agencies protect operations, comply with regulations, and optimize IT and geospatial capabilities for secure, efficient government services.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
Largo, Florida
Founded
2006
Get referred to cFocus Software
See people who can refer or advise you
Simplify's Take
What believers are saying
- DHS won its geospatial protest on July 29, 2026, validating cFocus's award.
- GAO denied the NIH emergency call center protest, confirming competitive strength.
- CMMC Level 2 and renewed ISO certifications on July 11 and July 16, 2025 strengthen bids.
What critics are saying
- HUD OCIO POG 4 task order expires September 29, 2026, risking $3.7 million.
- DFC cyber BPA ends September 23, 2026, shrinking recurring revenue visibility.
- Dependence on federal recompetes invites displacement by larger integrators and cloud specialists.
What makes cFocus Software unique
- Microsoft Gold Certified Partner with FedRAMP automation and Azure Government focus.
- Exclusive ATO as a Service branding distinguishes cFocus in federal cloud compliance.
- Small-business SDB status helps win set-aside federal IT work.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Remote Work Options