Full-Time

Tier 1 Help Desk Support Specialist

SDDC Applications

Posted on 9/4/2025

CSCI Consulting

CSCI Consulting

No salary listed

Scott AFB, IL, USA

In Person

Category
Customer Experience & Support (1)
Requirements
  • Experience in helpdesk or customer service roles
  • Familiarity with ServiceNow or similar ITSM platforms
  • Strong communication and troubleshooting skills
  • Ability to work in a high-volume, fast-paced environment
  • HDI Support Center Analyst certification preferred
  • Creativity and adaptability in problem-solving
  • Ability to work with clients to understand their needs
  • Strong organizational and time-management skills
  • Excellent written and verbal communication skills
  • Professional presence
Responsibilities
  • Provide first-level technical and functional support for SDDC applications
  • Respond to customer inquiries via phone, email, web, and fax
  • Log, track, and resolve incidents using ServiceNow
  • Maintain and update the Knowledge Database with accurate solutions
  • Escalate unresolved issues to Tier II support as needed
  • Monitor application health and report outages within 30 minutes
  • Administer TEAMS user accounts (approve/disapprove/unlock)
  • Maintain GFM Coordinator List and update within 2 business days of receipt
  • Support GATES Water Port operations with Tier I access
Desired Qualifications
  • 2+ experience supporting DoD or federal agency IT systems
  • Experience with SDDC-specific applications such as GATES or TEAMS
  • Knowledge of ITIL or basic ITMS principles
  • Experience working in a 24/7 help desk or shift-based environment
  • HDI Support Center Analyst Certification or equivalent
  • Ability to contribute to knowledge base articles or SOP development
  • Strong organizational skills and attention to detail when handling access lists, tickets, and reporting tasks
  • Ability to work in a team environment, as well as independently
  • Strong customer and vendor relationship skills
  • Demonstrated ability to comply with data standards and policies
  • Motivation to learn new technologies and methodologies that demonstrate value
  • Past experience working with a federal agency
  • Department of Defense experience is a plus!

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