USAF - Help Desk Specialist

cFocus Software Incorporated; United States; On-site; USD 70,000 - 110,000; Full time

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.

Skills

TS/SCI clearance

Help desk experience

Technical troubleshooting

IT ticketing system

Documentation / knowledge articles

Customer service

Cross-location coordination

Education

Bachelor's degree in CS/IT

Tools

IT ticketing system

Job description

cFocus Software seeks a Help Desk Specialist to join our program supporting the United States Air Force (USAF). This position is on-site in Linthicum Heights, MD. This position requires an Active TS/SCI clearance.

Qualifications:

• Active TS/SCI clearance
• B.S. Computer Science, Information Technology, or a related field
• Experience providing help desk, service desk, or comparable technical support for enterprise IT users.
• Ability to troubleshoot system, application, infrastructure, network connectivity, and video or telecommunications issues and recognize when specialist support is needed.
• Experience using an IT ticketing system to document incidents, manage requests, route escalations, and follow issues through resolution.
• Ability to write clear troubleshooting instructions and knowledge articles, explain technical steps to users, and maintain complete support records.
• Customer service skills, sound prioritization, and the ability to coordinate with remote users and technical teams across multiple locations.

Duties:

• Serve as a point of contact for DC3 users seeking assistance with systems, applications, infrastructure, networks, and telecommunications. Receive requests through Government-approved support channels.
• Provide Tier 1 support for foundational enterprise services and perform assigned Tier 2 troubleshooting for designated systems and applications within the program’s lifecycle responsibility.
• Support Tier 0 self-service by maintaining knowledge articles, troubleshooting guidance, and user instructions that help resolve common issues.
• Triage incidents and service requests, determine the appropriate support queue, and route unresolved Tier 1 issues to Tier 2 personnel. Coordinate further escalation to Tier 3 specialists when needed.
• Retain ownership of escalated tickets through closure, follow up with support teams, communicate status to users, and document resolution actions.
• Respond to, document, and track incidents and service requests in the Government-approved ticketing system daily by 5 p.m. Eastern Time. Record symptoms, troubleshooting steps, escalation details, and outcomes.
• Manage and fulfill assigned requests for video and telecommunications services, including troubleshooting and coordination with the appropriate technical teams.
• Support and fulfill requests involving applications, infrastructure, networks, research and development, and innovation services within the assigned support scope.
• Assist with user onboarding and training, system monitoring, and knowledge management. Support enterprise identity, credential, and access management activities as authorized.
• Develop and update troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
• Collect service desk performance data and contribute to reports requested by the Government. Identify recurring issues and recommend improvements to troubleshooting guidance and support workflows.
• Follow approved security, access, and incident response procedures; promptly elevate suspected security incidents or service disruptions to designated operations and cybersecurity personnel.