Federal IT Help Desk Technician Onsite in VA

Vosper Thornycroft Group

Springfield, Northern (VA, KY)

Hybrid

USD 116,000 - 130,000

Full time

3 days ago

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Job summary

Vosper Thornycroft Group seeks a Help Desk Technician to provide Tier 1/2 support for a COTS software solution delivered to a U.S. Government customer. You will log incidents, manage requests, and guide users through workflows, reporting features, and system navigation.

The role is 100% onsite at Springfield, VA, with go-live support and knowledge-base development. Ideal candidates bring TS/CI poly clearance, experience with federal IT support, and strong customer service, communication, and

Qualifications

Active Top Secret Security Clearance with CI Polygraph.
Bachelor’s degree in information systems, CS, engineering, business, finance, accounting, or STEM field.
Experience supporting Intelligence Community or DoD programs.
Experience supporting users of web-based enterprise applications in a help desk or service desk role.
Strong diagnostic questioning, documentation, and issue reproduction.
Clear written and verbal communication for technical and nontechnical audiences.
Customer service mindset with ownership and prioritize multiple requests.
Experience with ticketing, knowledge-base, collaboration, and remote-support tools.
Ability to learn federal acquisition processes and work with distributed teams.

Responsibilities

End-user support: Tier 1 and 2 assistance by phone, email, ticketing, and virtual meetings.
Incident management: log, categorize, troubleshoot, and resolve incidents per SLAs.
Service requests: handle routine account, access, and navigation questions.
Functional support: explain workflows, data requirements, and reporting features.
Technical troubleshooting: diagnose browser, authentication, connectivity, and performance issues.
Escalation: reproduce issues and route to product team with evidence.
User communication: provide status updates and resolutions in plain language.
Deployment support: assist in go-live, onboarding, and post-launch hypercare.
Knowledge management: create and maintain articles, guides, and FAQs.
Problem identification: analyze trends and suggest improvements.
Operational reporting: track tickets, aging, resolution time, backlog, and feedback.
Team coordination: collaborate with leadership, developers, trainers, admins, cybersecurity, and stakeholders.
Continuous improvement: contribute lessons learned and optimize processes.