Service Desk Support (Mid)

The Service Desk Support Specialist will provide front-line technical support for a mission-critical, enterprise case management system serving approximately 30,000 users across three secure enclaves. This role is essential in ensuring 24/7/365 operational readiness, providing timely resolution of technical issues, and supporting users at all levels of the organization.

You will work in a highly secure, fast-paced, and Agile-driven environment, collaborating with cross-functional teams across development, operations, and cybersecurity. Your role will include handling user support tickets, triaging issues, performing basic troubleshooting, fulfilling access and configuration requests, and escalating technical challenges to appropriate teams.

What Your Day-To-Day Looks Like (Position Responsibilities):

• Provide Tier 1 and Tier 2 technical support to Sentinel users via ticketing systems, email, and chat, ensuring high levels of customer service and responsiveness.
• Monitor and triage service desk tickets within SLAs using Service Manager (or similar ITSM platform); prioritize, route, and resolve issues or escalate when necessary.
• Troubleshoot issues related to user access, account configuration, system performance, and application-level errors.
• Support onboarding and access provisioning activities, including user permissions, authentication processes, and basic role configuration.
• Respond to and resolve incidents across three operational enclaves, including after-hours support for mission-critical issues.
• Assist in maintaining operational readiness of Sentinel environments by coordinating closely with DevOps, Infrastructure, and Security teams.
• Provide support for audit and compliance-related requests by gathering system usage data and logs.
• Contribute to knowledge base articles, user guides, and documentation in Confluence to aid in self-service and knowledge transfer.
• Collaborate with Agile SCRUM teams to relay user-reported issues, support UAT efforts, and provide input on system improvements based on user feedback.
• Support software deployment and patching cycles by helping test and validate updates in production and staging environments.

What You Need to Succeed (Minimum Requirements):

• 5+ years of experience providing technical support in a service desk or help desk environment, preferably in a federal or high-security environment.
• Familiarity with incident and service request management tools (e.g., ServiceNow, JIRA Service Desk, Service Manager).
• Experience troubleshooting issues in enterprise environments with technologies such as AWS, Microsoft Azure, or other cloud platforms.
• Basic understanding of DevOps tools and platforms such as GitLab, Jenkins, Terraform, and Ansible.
• Familiarity with monitoring and logging tools like Splunk to identify and escalate system or application-level anomalies.
• Ability to understand and communicate technical issues to both technical and non-technical users.
• Strong written and verbal communication skills, with attention to documentation and process.

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