TS/SCI Help Desk Specialist – On-Site USAF

cFocus Software Incorporated

United States

On-site

USD 70,000 - 110,000

Full time

7 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

cFocus Software seeks a Help Desk Specialist to support the United States Air Force. This on-site role is located in Linthicum Heights, MD and requires an active TS/SCI clearance. The position focuses on Tier 1 support, ticketing, and knowledge management within a government program.

You will triage incidents, document resolutions, and coordinate with remote users and multiple technical teams. The role emphasizes customer service, clear instructions, and adherence to security procedures.

Qualifications

Active TS/SCI clearance required.
B.S. Computer Science, Information Technology, or related field.
Experience providing help desk or service desk support for enterprise IT users.
Ability to troubleshoot system, application, infrastructure, network, and telecom issues and seek specialist help when needed.
Experience documenting incidents and requests in an IT ticketing system and managing end-to-end resolutions.
Ability to write troubleshooting guides and knowledge articles; communicate steps clearly to users.

Responsibilities

Serve as a point of contact for DC3 users—receive requests through government-approved channels.
Provide Tier 1 support and perform Tier 2 troubleshooting for designated systems.
Maintain Tier 0 self-service by updating knowledge articles and guidance.
Triaging incidents, routing to appropriate queues, and escalating to Tier 3 when needed.
Own escalated tickets through closure and communicate status to users.