Tier 1 Help Desk Specialist

Job Description

Overview

BlueWater Federal is looking for a Tier 1 Help Desk Specialist to support the United States Space Force at Vandenberg Space Force Base in delivering mission-critical 24/7 operations for advanced space command and control systems. This exciting role involves real-time Tier 1 Help Desk services, network and infrastructure monitoring, and rapid response to operational incidents across classified environments.

You'll work with cutting-edge technology platforms like ATLAS and Kobayashi Maru, supporting national defense operations through agile, DevSecOps-driven processes.

Responsibilities

• Provide first point of contact to identify, document, track, and resolve technical issues and/or determine when the issue should be escalated. These tasks may include but are not limited to:
  • Account/password resets
  • Simple restores
  • Initiate or assist with system restores and roll back procedures, as required
  • End of shirt reporting
  • Identify trends or issues that may be resolved with self-service training and/or procedures.
• Facilitate effective communication to ensure all interactions with client and users are clear and positive.
• Answer user network resource application questions and resolving associated problems.
• Analyze issue and provide first call resolution to general classified and unclassified network and access issues and problems associated with government workstations and devices.
• Use client's IT ticketing management tool(s) to create and assign trouble tickets for network, workstation, laptop, printer, and other IT issues.
• Document issues by creating, updating, reviewing, and concluding actions in the Jira Service Desk (ITSM) system.
• When required, escalate troubleshooting issues to either Tier 2 or Tier 3 teams or other technical support organizations when appropriate for further resolution.
• Assist with coordinating and participating in installation and renovation projects.
• Assist with gathering information to report ticket status to Help Desk Supervisor and the PM for reporting to the COR and other government staff.
• Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events, as needed

Qualifications

• Associate's degree in computer science, information technology, or similar field.
• Must have a Top Secret clearance with SCI eligibility
• 2+ years of direct experience troubleshooting IT hardware and software issues.
• Knowledgeable understanding of operating systems
• Experience performing desktop, laptop, and printer maintenance tasks.
• Must be willing to work flexible shifts and days as required.
• Experience with the US Air Force's Kobayashi Maru software products (ATLAS, IRIS, Osiris) and/or WarpCore (Data as a Service), a plus.

Salary range: 65-70K

BlueWater Federal is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sexual orientation, gender identity, status as a protected veteran, or any other characteristic protected by law. BlueWater Federal is a VEVRAA federal contractor and we request priority referral of veterans.