Remote After-Hours Help Desk Specialist (DoD)

Delaware Nation Industries; United States; Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical (PPO or HDHP)

Vision

Dental

Matching 401K

Short- and Long-Term Disability

Pet Insurance

Professional Development/Education Re?

Job summary

Delaware Nation Investments/Emerging Technologies (DNI/ET) is seeking an After Hours Help Desk Specialist to support AFSC ATHENA across Tinker AFB, Hill AFB, Robins AFB, and Wright-Patterson AFB in a remote capacity. The role requires coordinating distributed teams, triaging outages with no workaround, and guiding incidents through resolution.

The position operates between 5 PM–7 AM, ensuring effective communication and escalation.

Qualifications

• Experience in a help desk, service desk, NOC, or IT operations environment.
• Strong verbal and written communication skills for concise status updates during high-impact events.
• Ability to follow procedures while exercising sound judgment during outages.
• Ability to read, write, speak, and understand English and communicate problem resolutions effectively.

Responsibilities

• Serve as an after-hours point of contact for authorized callers supporting ATHENA production operations.
• Receive, document, and triage support calls involving outages, service interruptions, and planned maintenance.
• Gather accurate information about site, system, service, impact, and actions taken.
• Provide initial help desk troubleshooting using approved procedures and escalation paths.
• Coordinate with engineers, supervisors, and program leadership for on-site support as needed.
• Maintain records of calls, incidents, outages, escalations, and resolutions.
• Communicate incident status, risks, and next steps to customers and teams.

Skills

Customer-service skills

Strong communication

Ability to work independently

English proficiency

Tools

ServiceNow

Job description

Delaware Nation Investments/Emerging Technologies (DNI/ET) is seeking an After Hours Help Desk Specialist to support AFSC ATHENA across Tinker AFB, Hill AFB, Robins AFB, and Wright-Patterson AFB in a remote capacity. The role requires coordinating distributed teams, triaging outages with no workaround, and guiding incidents through resolution.

The position operates between 5 PM–7 AM, ensuring effective communication and escalation.