Help Desk Technician with Security Clearance

Cornerstone Defense; 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

Help Desk Technician Springfield, VA Target Compensation: $90k - $120k TS/SCI with Polygraph Needed to Apply Position Summary The Help Desk Technician provides technical and functional support for a Commercial Off-The-Shelf (COTS) software solution delivered to a U.S. Government customer. The COTS platform integrates with external systems to support the federal acquisition lifecycle. This role serves as a primary point of contact for end users, resolves or routes incidents and service requests, supports adoption of the new system, and helps the program maintain reliable operations and a positive customer experience. The ideal candidate combines strong customer service, disciplined troubleshooting, clear communication, and familiarity with federal IT support environments.

Key Responsibilities

• End-user support: Provide responsive Tier 1 and Tier 2 assistance by phone, email, ticketing system, virtual meeting, or other approved channels.
• Incident management: Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service-level targets.
• Service requests: Fulfill routine requests such as account support, access questions, and system navigation assistance.
• Functional support: Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features.
• Technical troubleshooting: Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.
• Escalation: Reproduce issues, capture evidence, assess operational impact, and route unresolved problems to the technical product team.
• User communication: Provide clear status updates, workarounds, resolution instructions, and closure confirmations using language appropriate for both technical and nontechnical audiences.
• Deployment support: Participate in go-live preparation, readiness activities, user onboarding, and post-launch hypercare.
• Knowledge management: Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses.
• Problem identification: Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.
• Operational reporting: Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories.
• Team coordination: Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders.
• Continuous improvement: Contribute lessons learned and recommend improvements to support processes, tools, documentation, and user experience.

Required Qualifications

• Active Top Secret Security Clearance with CI Polygraph.
• Bachelor's degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline. Relevant professional experience may substitute for the degree requirement.
• Experience supporting Intelligence Community or DoD programs.
• Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role.
• Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately.
• Strong written and verbal communication skills, including the ability to translate technical concepts for nontechnical users.
• Professional customer service skills, sound judgment, patience, attention to detail, and a strong sense of ownership.
• Ability to prioritize competing requests, meet service expectations, and remain effective during go-live or high-volume support periods.
• Experience using ticketing, knowledge-base, collaboration, and remote-support tools.
• Ability to learn complex federal, DoD, and Agency-specific acquisition and business processes, terminology, roles, and business rules.
• Ability to work effectively with geographically distributed government and contractor teams.

Preferred Qualifications

• Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers.
• Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar).
• Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations.
• Experience creating knowledge articles, job aids, standard operating procedures, and user training materials.
• Knowledge of software development life cycle (SDLC) practices, principles, and techniques as they apply to Agile development.
• Relevant certifications such as CompTIA A+, Network+, or Security+.

Work Location and Schedule

• Work will be performed at the customer site in Springfield, VA.
• This is a full-time position supporting customer-defined operating hours, with occasional extended-hours, on-call, weekend, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.