Job Requirements
Remote
Secret Polygraph not specified
Mid Level Career (5+ yrs experience)
$75,000 - $85,000
Job Description
For more than a decade, Karthik Consulting has been a reliable and trusted advisor to our Government customers, providing independent and unbiased recommendations and solutions to mitigate risk and help solve IT issues. We bring the innovation, passion, and agility of the commercial sector to meet the unique challenges of this competitive space.
Karthik Consulting is seeking Senior Help Desk Technician with the below skillset.
Senior Help Desk Technician
Fulltime with Karthik Consulting
Location: Remote
Clearance: Active SECRET
Program Description
POSITION SUMMARY
Program Description
The DevSecOps Platform and Space C2 Enablement effort supports USSF SSC/BCC Operational C2 Acquisition Delta priorities by enabling integrated Ops Space C2 capabilities through the Kobayashi Maru Platform Team. The program provides platform, cloud, infrastructure, cybersecurity, toolchain, collaboration, onboarding, and operational support capabilities for developers, product teams, government users, and mission software teams across multiple classification environments.
Program Scope
The program scope includes customer-facing service desk support, account and tool onboarding, platform-hosted environment access, identity and access management coordination, incident management, outage notification, collaboration tool support, ticket routing, work request tracking, metrics reporting, configuration management support through the Space C2 CMB, and support for LOE0/1/2/3/4 teams operating across Platform and Space C2 environments.
Key Responsibilities
Service Desk Operations and Customer Support
• Provide customer-facing support for LOE0/1/2/3/4 direct support personnel, SPO users, and platform stakeholders across the DevSecOps Platform and Space C2 Enablement environment.
• Receive, triage, route, track, and status work requests using approved ticketing and collaboration tools to ensure timely visibility and resolution.
• Maintain service desk metrics, ticket status information, and support data needed for program office reporting, trend analysis, and service improvement.
• Coordinate with technical teams to escalate unresolved requests, clarify user needs, and support timely resolution of platform, access, tool, or collaboration issues.
Account, Tool, and Environment Onboarding
• Support and maintain account and tool onboarding processes for new personnel requiring access to Platform-hosted environments, collaboration tools, and mission support systems.
• Coordinate identity, access, and permission requests using IdAM processes for user assignments, role-based access, account provisioning, and access modifications.
• Support onboarding workflows for LOE2/3/4 teams and external software application teams entering Platform host environments.
• Track onboarding status, required approvals, access dependencies, and follow-up actions to reduce delays and support mission continuity.
Incident Management and Outage Coordination
• Execute incident management procedures in coordination with the NOC and LOE0/1/2/3/4 teams to support outage triage, notification, and status communication.
• Help identify, document, and communicate incidents affecting platform services, hosted environments, collaboration tools, or user access across classification levels.
• Coordinate escalation paths and follow-up actions for outages, access issues, service disruptions, and user-impacting events.
• Support root cause analysis, lessons learned, and process improvement activities to reduce recurrence of operational or support disruptions.
Collaboration Tools and Knowledge Management Support
• Support management and user enablement for platform-provisioned collaboration tools supporting approximately 800 personnel across LOE0/1/2/3/4 and SPO.
• Provide user support for tools such as Jira, Confluence, Mattermost, Microsoft 365, Microsoft Teams, and related program-approved communication or documentation platforms.
• Help maintain knowledge articles, onboarding instructions, user guides, support procedures, and service desk documentation to improve self-service and consistency.
• Coordinate tool-related change requests, updates, and support impacts through the appropriate Space C2 CMB process when required.
Configuration Control, Compliance, and Reporting
• Support documentation of platform service desk capabilities within the Platform and Space C2 Enablement Description Document as required.
• Ensure service desk procedures, workflows, and tool changes align with Space C2 Configuration Management Board direction and program governance expectations.
• Maintain accurate support records, access status, ticket histories, metrics, and user support documentation in approved repositories.
• Follow applicable DoD, Air Force, Space Force, Space Systems Command, and program-specific IT policies, security practices, and contractor identification requirements.
Customer Experience and Continuous Improvement
• Communicate professionally with users, technical teams, government stakeholders, and contractor personnel to provide clear status, expectations, and next steps.
• Identify recurring service desk issues, onboarding delays, access bottlenecks, and tool usability concerns and recommend process improvements.
• Support a reliable user experience by helping ensure support workflows remain clear, repeatable, measurable, and responsive to mission priorities.
• Contribute to quality control, service delivery improvements, and knowledge management practices that strengthen platform support across the program.
Qualifications
Education
• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, Management Information Systems, or a STEM related degree.
• Equivalent relevant experience, military service, technical training, or help desk/service desk experience may be considered in lieu of a degree.
Professional Certifications
• Security+ required if privileged access is required for the role.
• CompTIA A+, Network+, ITIL Foundation, HDI Support Center Analyst, or equivalent service desk certification preferred.
• Cloud Admin, SRE Foundation, or other relevant DevSecOps/platform support certification preferred.
Minimum Qualifications
• Minimum 6-8 years of experience providing help desk, service desk, desktop support, technical support, or IT operations support in a customer-facing environment.
• Active Secret clearance required; ability to obtain and maintain required system, facility, and network access.
• Experience using service desk or ITSM ticketing systems to document requests, assign priority, route work, track status, escalate issues, and close tickets within defined service expectations.
• Experience supporting user account creation, onboarding, offboarding, password resets, access requests, permission updates, MFA, RBAC, and basic identity/access management workflows.
• Experience troubleshooting common user issues involving accounts, collaboration tools, endpoint connectivity, application access, permissions, and basic network or platform access problems.
• Ability to support collaboration and knowledge management tools such as Jira, Confluence, Mattermost, Microsoft 365, Microsoft Teams, and related end-user platforms.
• Ability to create and update knowledge articles, standard operating procedures, user guides, ticket notes, metrics, and status updates for customers and technical stakeholders.
Preferred Qualifications
• Experience supporting DoD, Space Force, Air Force, SSC, cleared, or classified help desk/service desk environments.
• Familiarity with supporting users in DevSecOps, cloud-hosted, platform, software development, or multi-classification environments.
• Experience supporting onboarding/offboarding workflows for developers, application teams, mission users, external teams, or contractor personnel.
• Understanding of ITIL-based service desk operations, incident management, request fulfillment, problem management, change management, and escalation procedures.
• Experience supporting service desk metrics, SLA/SLO tracking, outage communications, root cause follow-up, and coordination with NOC or Tier 2/3 technical teams.
• Strong customer-service mindset with the ability to communicate clearly, remain calm under pressure, prioritize competing tickets, and support users across distributed teams.
Karthik Consulting is seeking Senior Help Desk Technician with the below skillset.
Senior Help Desk Technician
Fulltime with Karthik Consulting
Location: Remote
Clearance: Active SECRET
Program Description
POSITION SUMMARY
Program Description
The DevSecOps Platform and Space C2 Enablement effort supports USSF SSC/BCC Operational C2 Acquisition Delta priorities by enabling integrated Ops Space C2 capabilities through the Kobayashi Maru Platform Team. The program provides platform, cloud, infrastructure, cybersecurity, toolchain, collaboration, onboarding, and operational support capabilities for developers, product teams, government users, and mission software teams across multiple classification environments.
Program Scope
The program scope includes customer-facing service desk support, account and tool onboarding, platform-hosted environment access, identity and access management coordination, incident management, outage notification, collaboration tool support, ticket routing, work request tracking, metrics reporting, configuration management support through the Space C2 CMB, and support for LOE0/1/2/3/4 teams operating across Platform and Space C2 environments.
Key Responsibilities
Service Desk Operations and Customer Support
• Provide customer-facing support for LOE0/1/2/3/4 direct support personnel, SPO users, and platform stakeholders across the DevSecOps Platform and Space C2 Enablement environment.
• Receive, triage, route, track, and status work requests using approved ticketing and collaboration tools to ensure timely visibility and resolution.
• Maintain service desk metrics, ticket status information, and support data needed for program office reporting, trend analysis, and service improvement.
• Coordinate with technical teams to escalate unresolved requests, clarify user needs, and support timely resolution of platform, access, tool, or collaboration issues.
Account, Tool, and Environment Onboarding
• Support and maintain account and tool onboarding processes for new personnel requiring access to Platform-hosted environments, collaboration tools, and mission support systems.
• Coordinate identity, access, and permission requests using IdAM processes for user assignments, role-based access, account provisioning, and access modifications.
• Support onboarding workflows for LOE2/3/4 teams and external software application teams entering Platform host environments.
• Track onboarding status, required approvals, access dependencies, and follow-up actions to reduce delays and support mission continuity.
Incident Management and Outage Coordination
• Execute incident management procedures in coordination with the NOC and LOE0/1/2/3/4 teams to support outage triage, notification, and status communication.
• Help identify, document, and communicate incidents affecting platform services, hosted environments, collaboration tools, or user access across classification levels.
• Coordinate escalation paths and follow-up actions for outages, access issues, service disruptions, and user-impacting events.
• Support root cause analysis, lessons learned, and process improvement activities to reduce recurrence of operational or support disruptions.
Collaboration Tools and Knowledge Management Support
• Support management and user enablement for platform-provisioned collaboration tools supporting approximately 800 personnel across LOE0/1/2/3/4 and SPO.
• Provide user support for tools such as Jira, Confluence, Mattermost, Microsoft 365, Microsoft Teams, and related program-approved communication or documentation platforms.
• Help maintain knowledge articles, onboarding instructions, user guides, support procedures, and service desk documentation to improve self-service and consistency.
• Coordinate tool-related change requests, updates, and support impacts through the appropriate Space C2 CMB process when required.
Configuration Control, Compliance, and Reporting
• Support documentation of platform service desk capabilities within the Platform and Space C2 Enablement Description Document as required.
• Ensure service desk procedures, workflows, and tool changes align with Space C2 Configuration Management Board direction and program governance expectations.
• Maintain accurate support records, access status, ticket histories, metrics, and user support documentation in approved repositories.
• Follow applicable DoD, Air Force, Space Force, Space Systems Command, and program-specific IT policies, security practices, and contractor identification requirements.
Customer Experience and Continuous Improvement
• Communicate professionally with users, technical teams, government stakeholders, and contractor personnel to provide clear status, expectations, and next steps.
• Identify recurring service desk issues, onboarding delays, access bottlenecks, and tool usability concerns and recommend process improvements.
• Support a reliable user experience by helping ensure support workflows remain clear, repeatable, measurable, and responsive to mission priorities.
• Contribute to quality control, service delivery improvements, and knowledge management practices that strengthen platform support across the program.
Qualifications
Education
• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, Management Information Systems, or a STEM related degree.
• Equivalent relevant experience, military service, technical training, or help desk/service desk experience may be considered in lieu of a degree.
Professional Certifications
• Security+ required if privileged access is required for the role.
• CompTIA A+, Network+, ITIL Foundation, HDI Support Center Analyst, or equivalent service desk certification preferred.
• Cloud Admin, SRE Foundation, or other relevant DevSecOps/platform support certification preferred.
Minimum Qualifications
• Minimum 6-8 years of experience providing help desk, service desk, desktop support, technical support, or IT operations support in a customer-facing environment.
• Active Secret clearance required; ability to obtain and maintain required system, facility, and network access.
• Experience using service desk or ITSM ticketing systems to document requests, assign priority, route work, track status, escalate issues, and close tickets within defined service expectations.
• Experience supporting user account creation, onboarding, offboarding, password resets, access requests, permission updates, MFA, RBAC, and basic identity/access management workflows.
• Experience troubleshooting common user issues involving accounts, collaboration tools, endpoint connectivity, application access, permissions, and basic network or platform access problems.
• Ability to support collaboration and knowledge management tools such as Jira, Confluence, Mattermost, Microsoft 365, Microsoft Teams, and related end-user platforms.
• Ability to create and update knowledge articles, standard operating procedures, user guides, ticket notes, metrics, and status updates for customers and technical stakeholders.
Preferred Qualifications
• Experience supporting DoD, Space Force, Air Force, SSC, cleared, or classified help desk/service desk environments.
• Familiarity with supporting users in DevSecOps, cloud-hosted, platform, software development, or multi-classification environments.
• Experience supporting onboarding/offboarding workflows for developers, application teams, mission users, external teams, or contractor personnel.
• Understanding of ITIL-based service desk operations, incident management, request fulfillment, problem management, change management, and escalation procedures.
• Experience supporting service desk metrics, SLA/SLO tracking, outage communications, root cause follow-up, and coordination with NOC or Tier 2/3 technical teams.
• Strong customer-service mindset with the ability to communicate clearly, remain calm under pressure, prioritize competing tickets, and support users across distributed teams.
group id: 91008401
