Top Secret Help Desk Technician | CI Poly | Onsite VA

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

Job summary

VTG is seeking a Help Desk Technician to provide Tier 1/2 support for a COTS software solution delivered to a U.S. Government customer from our Springfield, VA site.

You will troubleshoot issues, answer inquiries, and route complex incidents while maintaining service levels and customer satisfaction. Ideal candidates have TS/CI poly clearance, strong communication, and experience supporting federal or DoD programs with enterprise web applications.

Qualifications

• Active TS security clearance with CI polygraph required.
• Experience supporting Intelligence Community or DoD programs.
• Experience with web-based enterprise applications in help desk/service desk roles.
• Strong troubleshooting and diagnostic questioning abilities.
• Ability to translate technical concepts for nontechnical users.
• Professional customer service, ownership, and attention to detail.
• Ability to prioritize competing requests and adapt during go-live or surge periods.
• Experience using ticketing, knowledge-base, collaboration and remote-support tools.
• Ability to work with geographically distributed government and contractor teams.
• Willingness to learn complex federal acquisition and business processes.

Responsibilities

• End-user support via phone, email, ticketing, and remote channels.
• Log, categorize, prioritize, troubleshoot, document, and resolve incidents per SLAs.
• Handle routine service requests such as account support and navigation questions.
• Explain workflows, data requirements, approvals, and reporting features to users.
• Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and performance issues.
• Reproduce issues, capture evidence, and route unresolved problems to the product team.
• Provide clear status updates, workarounds, and resolution instructions to users.
• Assist in go-live readiness, onboarding, and post-launch hypercare.
• Create and maintain knowledge articles and troubleshooting guides.
• Analyze recurring tickets to identify improvements and automate where possible.

Skills

Top Secret Clearance

DoD/IC experience

Customer service

Troubleshooting

Web-based enterprise apps

Communication skills

Prioritization

Ticketing tools

Collaboration across teams

Learning federal processes

Education

Bachelor's degree in Information Systems/CS/Engineering/Business/Finance/Accounting or STEM

Job description

VTG is seeking a Help Desk Technician to provide Tier 1/2 support for a COTS software solution delivered to a U.S. Government customer from our Springfield, VA site.

You will troubleshoot issues, answer inquiries, and route complex incidents while maintaining service levels and customer satisfaction. Ideal candidates have TS/CI poly clearance, strong communication, and experience supporting federal or DoD programs with enterprise web applications.