Help Desk Technician - TS/SCI w/ Poly | Federal IT Support

Cornerstone Defense LLC; Springfield (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Cornerstone Defense LLC in Springfield, VA is seeking a Help Desk Technician to provide technical and functional support for a COTS software solution delivered to a U.S. Government customer.

You will be the primary contact for end users, resolve incidents, support adoption, and help maintain reliable operations and customer experience. The ideal candidate has TS/SCI with CI Polygraph, a federal IT support background, and experience supporting Intelligence Community or DoD programs.

Qualifications

• Active Top Secret Security Clearance with CI Polygraph.
• Experience supporting Intelligence Community or DoD programs.
• Experience supporting users of web-based enterprise applications in a help desk/service desk/customer support role.
• Ability to troubleshoot logically, ask diagnostic questions, reproduce issues, and document steps/outcomes.

Responsibilities

• End-user support: Provide Tier 1 and Tier 2 assistance by phone, email, or tickets.
• Incident management: Log, categorize, prioritize, troubleshoot, and resolve incidents per procedures.
• Service requests: Fulfill routine requests such as account support and system navigation.
• Functional support: Help users understand application workflows, data requirements, and reporting features.
• Technical troubleshooting: Diagnose browser, authentication, permissions, connectivity, and data-entry issues.
• Escalation: Reproduce issues, capture evidence, and route unresolved problems to the product team.
• User communication: Provide status updates and resolution instructions to technical/nontechnical audiences.
• Deployment support: Assist in go-live readiness and post-launch hypercare.
• Knowledge management: Create/troubleshooting guides and FAQs.
• Problem identification: Analyze trends and recommend improvements.

Skills

Strong communication

Problem-solving

Customer service

Education

Bachelor's degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or STEM

Tools

Ticketing systems

Remote support tools

Job description

Cornerstone Defense LLC in Springfield, VA is seeking a Help Desk Technician to provide technical and functional support for a COTS software solution delivered to a U.S. Government customer.

You will be the primary contact for end users, resolve incidents, support adoption, and help maintain reliable operations and customer experience. The ideal candidate has TS/SCI with CI Polygraph, a federal IT support background, and experience supporting Intelligence Community or DoD programs.