After-Hours Help Desk Specialist Remote DoD Support

Delaware Nation Industries; Oklahoma City (OK); À distance; USD 52 000 - 76 000; Plein temps

Avantages offerts par ce poste

Premium coverage

401K match

Disability insurance

Pet insurance

Education reimbursement

Transit benefits

Résumé du poste

Delaware Nation Investments/Emerging Technologies (DNI/ET) seeks an After Hours Help Desk Specialist to support AFSC environments across Tinker AFB, Hill AFB, Robins AFB, and Wright-Patterson AFB in a remote capacity. The role covers 5 PM–7 AM and requires strong customer-service skills, incident triage, and coordination with distributed engineers.

The successful candidate will document calls, perform initial troubleshooting, escalate outages with no workaround, and ensure clear status updates

Qualifications

• Experience in a help desk or IT operations environment.
• Strong verbal and written communication skills.
• Active Secret clearance or the ability to obtain an interim-Secret clearance and required government access.

Responsabilités

• Serve as an after-hours point of contact for authorized callers supporting ATHENA production operations
• Receive, document, and triage support calls involving production outages, service interruptions, and planned maintenance activities
• Gather accurate information about the affected site, system, service, business impact, and actions already taken
• Provide initial help desk troubleshooting using approved procedures, standard operating procedures, knowledge articles, and escalation paths
• Coordinate with authorized supervisors of engineers supporting production and with program leadership as required
• Call back contract personnel and site technicians to coordinate on-site support at Tinker AFB, Robins AFB, or Hill AFB
• Facilitate communication between remote support personnel, system administrators, network personnel, engineers, and on-site technicians
• Escalate incidents requiring specialized network, system administration, cybersecurity, or field support
• Track incidents through resolution or handoff and maintain accurate status updates and shift-transition information
• Support planned outages, infrastructure updates, and approved maintenance scheduled outside core production hours
• Maintain clear records of calls, incidents, outages, escalations, maintenance activities, and final resolutions
• Communicate incident status, risks, actions, and next steps clearly to customers, technical teams, and leadership
• Follow approved security, access-control, cybersecurity, configuration-management, and change-management procedures
• Protect government information, systems, equipment, credentials, and access details from unauthorized disclosure or use
• Work closely with engineering, cybersecurity, operations, and leadership teams to support AFSC mission objectives

Connaissances

Customer service

Communication

English proficiency

After-hours support

Troubleshooting

Incident management

Team coordination

Security clearance

Outils

ServiceNow

Ticketing platforms

Microsoft Office

Description du poste

Delaware Nation Investments/Emerging Technologies (DNI/ET) seeks an After Hours Help Desk Specialist to support AFSC environments across Tinker AFB, Hill AFB, Robins AFB, and Wright-Patterson AFB in a remote capacity. The role covers 5 PM–7 AM and requires strong customer-service skills, incident triage, and coordination with distributed engineers.

The successful candidate will document calls, perform initial troubleshooting, escalate outages with no workaround, and ensure clear status updates