Top Secret Cleared IT Help Desk (Onsite)

VTG Defense; Springfield (VA); On-site; USD 116,000 - 130,000; Full time

Job summary

VTG Defense is seeking an on-site Help Desk Technician in Springfield, VA to provide Tier 1–2 support for a COTS software solution delivered to a U.S. Government customer.

You will help end users, troubleshoot incidents, and support system adoption in a federal IT environment. The role requires a TS clearance, a related bachelor’s degree (or equivalent experience), and strong customer service with clear communication.

Qualifications

• Active TS clearance required.
• Bachelor's degree or related professional experience accepted in lieu of degree.
• Experience supporting Intelligence Community or DoD programs.
• Experience in web-based enterprise applications help desk roles.
• Strong diagnostic and documentation skills.
• Clear written and verbal communication for technical and nontechnical audiences.
• Customer service oriented with ownership and accountability.
• Ability to learn federal DoD processes and business rules.
• Experience working with geographically distributed teams.

Responsibilities

• Provide Tier 1 and Tier 2 end-user support via phone, email, ticketing, or virtual meetings.
• Log, categorize, prioritize, troubleshoot, and resolve incidents per procedures and SLAs.
• Handle routine service requests such as account support and system navigation.
• Explain workflows, data requirements, approvals, and reporting features to users.
• Diagnose browser, authentication, permissions, connectivity, and performance issues.
• Reproduce issues, capture evidence, and route unresolved problems to the product team.
• Communicate status updates, workarounds, and resolutions clearly to users.
• Support go-live activities, onboarding, and post-launch hypercare.
• Create and maintain knowledge articles and troubleshooting guides.
• Identify recurring issues and suggest improvements to processes and training.
• Track metrics like ticket volume, aging, and backlog.
• Collaborate with leadership, analysts, developers, trainers, and Cybersecurity staff.

Skills

Top Secret Clearance

Help desk

Customer service

Incident management

Ticketing systems

Browser troubleshooting

DoD/IC knowledge

Communication skills

Education

Bachelor's degree

Tools

Ticketing systems

Remote-support tools

Knowledge base

Job description

VTG Defense is seeking an on-site Help Desk Technician in Springfield, VA to provide Tier 1–2 support for a COTS software solution delivered to a U.S. Government customer.

You will help end users, troubleshoot incidents, and support system adoption in a federal IT environment. The role requires a TS clearance, a related bachelor’s degree (or equivalent experience), and strong customer service with clear communication.