Help Desk/Customer Support Analyst (SECRET)

RedSky; Tampa (FL); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Tuition reimbursement

401K plan

Paid government holidays

Personal leave

Job summary

RedSky LLC is seeking an experienced Help Desk/Customer Support Analyst (SECRET) to join our USSOCOM Enterprise Knowledge Management program in Tampa, FL. You’ll provide frontline support for Microsoft 365, SharePoint Online, Power Platform, Microsoft Teams, and related knowledge-management tools in a high-stakes DoD setting.

Requires active TS/SCI clearance and 3+ years of DoD IT help desk experience. You’ll triage, troubleshoot, document, and resolve issues, escalating when needed while

Qualifications

• Active TS/SCI clearance required for duties.
• Bachelor's degree in CS/IT or an equivalent certification/experience mix.
• 3+ years in DoD/federal IT help desk or service desk environments.
• Experience with ticketing systems like ServiceNow, Remedy, Jira SM, or Dynamics 365.

Responsibilities

• Serve as first point of contact for end users requiring assistance with M365, SharePoint Online, Power Platform, and related EKMS tools.
• Triage, troubleshoot, document, and resolve issues or escalate to engineering/administration.
• Maintain high-quality customer service in a mission-critical SOF environment.

Skills

Active TS/SCI clearance

Help desk experience

Ticketing systems

translating business problems into IT

M365 troubleshooting

Strong communication

Customer service in mission-critical

Deadline-driven multi-tasking

Proactive ownership

Education

Bachelor's degree in CS/IT or related field

Or equivalent certs + 5+ years DoD experience

Tools

Microsoft 365

SharePoint Online

Power Platform

Power Apps

Power Automate

Power BI

Teams

OneDrive

Outlook

ServiceNow

Remedy

Jira SM

Dynamics 365

Job description

Position

Help Desk/Customer Support Analyst (SECRET)

Functional Labor Category

Enterprise Knowledge Management

Location

Tampa, Florida 33621; multiple locations domestic and international

Minimum Security Clearance

Secret

RedSky is seeking an experienced Help Desk/Customer Support Analyst (SECRET) to join our team in support of Department of Defense. At RedSky, we pride ourselves on exceeding client expectations, and this role will be pivotal in driving our continued success. As a valued member of our collaborative and innovative team, you will contribute directly to our mission of delivering exceptional results.

We offer a comprehensive benefits package, including medical, dental, life insurance, and tuition reimbursement, along with additional perks such as a 401K plan, paid government holidays, and personal leave.

Responsibilities

The Help Desk/Customer Support Analyst (SECRET) will serve as the first point of contact for end users across USSOCOM, its Components, and Theater Special Operations Commands (TSOCs) who require assistance with Microsoft 365 (M365), SharePoint Online, Power Platform, Microsoft Teams, and related knowledge management tools and systems. The analyst triages, troubleshoots, documents, and resolves user issues — or escalates them to the appropriate engineering or administration team — while maintaining a high standard of customer service in a mission-critical SOF environment. This Analyst role will provide frontline technical support for the United States Special Operations Command (USSOCOM) Enterprise Knowledge Management (EKM) program.

Required Skills/Qualifications

• Active TS/SCI clearance
• Bachelor's degree in computer science, Information Technology, Information Systems, or related discipline -OR- equivalent combination of technical certifications and 5+ years of hands-on database administration experience in a DoD or federal enterprise environment. Note: Education requirement is subject to confirmation upon PWS release. Do not screen out experienced, cleared candidates based solely on degree status until the solicitation defines minimum qualifications.
• Three (3)+ years of help desk, service desk, or customer support experience in a Department of Defense (DoD) or federal government IT environment.
• Three (3)+ years of ticketing system configuration, implementation, and user experience; ServiceNow, Remedy, Jira SM, or Dynamics 365
• Three (3)+ years of experience translating business problems into practical, scalable technical solutions.
• Three (3)+ years of experience troubleshooting M365 suite; SharePoint Online, Teams, OneDrive, Outlook, and Power Platform (Power Apps, Power Automate, Power BI) at a user-support level.
• Three (3)+ years of demonstrated experience diagnosing and resolving Tier 3 and below technical issues across desktop, browser-based, and cloud-hosted applications.
• Five (5+) years of proven excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users clearly and patiently.
• Five (5+) years of proven track record of delivering high-quality, professional customer service in a high-tempo, mission-critical environment.
• Strong attention to detail and monitor adherence to the schedule and deadlines.
• Perform and/or ensure proposal color team recovery is conducted.
• Self-motivated, proactive, and energetic.
• Strong sense of ownership and responsibility.
• Able to multi-task in a deadline-driven environment
• CompTIA Security+ certification
• ITIL 4 Fundamentals certification preferred
• Experience operating in GCC High, IL-4/IL-5/IL-6, or SIPRNet environments preferred

RedSky LLC is an equal opportunity employer.

Our policy is to provide fair and equal employment opportunities for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability.

RedSky hires and promotes individuals solely based on their qualifications for the job to be filled.

RedSky believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability.

We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.