This position is contingent upon contract award.

Candidates must have an active Secret clearance and verify, before applying, that you meet the minimum requirements of the position.

Technical Support Specialist (Tier I Help Desk)

Location: Indianapolis, IN; Bratenhal, OH; or Columbus, OH
Clearance Required: Secret (Tier 3 / IT-II)
Work Schedule: Full-time, with 24/7 shift coverage to ensure continuous mission support

Position Summary

The Technical Support Specialist serves as the first line of defense for DFAS end-users and mission stakeholders, delivering Tier I Help Desk support for the DRAS-M IL-5 Cloud Tenant. This role is essential to maintaining system availability, resolving user issues, and ensuring seamless access to financial applications critical to Department of Defense operations.

As part of the 24/7 Service Desk team, the Technical Support Specialist will provide direct customer support through phone, email, and DFASNOW (ServiceNow) ticketing systems. Specialists will troubleshoot and resolve common user problems, document incidents, and escalate complex issues to Tier II and Tier III teams when required. The position requires excellent communication skills, strong technical knowledge of enterprise IT systems, and the ability to provide responsive, professional service in a high-demand environment.

This role is ideal for individuals with a customer-service mindset who want to contribute to the availability and security of DoD financial systems while building expertise in cloud-hosted enterprise environments.

Responsibilities

• Provide 24/7 Tier I Help Desk support to DFAS end-users, ensuring timely and professional resolution of incidents.
• Log, track, and manage incidents using the DFASNOW (ServiceNow) ticketing system.
• Troubleshoot and resolve common user issues including login/access problems, application errors, and connectivity issues.
• Escalate unresolved issues to Tier II/III support teams while maintaining clear communication with the end-user.
• Support incident response activities by gathering diagnostic information for higher-tier engineers.
• Deliver exceptional customer service by keeping users informed on ticket progress and resolution timelines.
• Maintain accurate documentation of problems, troubleshooting steps, and solutions for inclusion in the knowledge base.
• Assist with routine account provisioning, password resets, and user onboarding in accordance with DFAS security policies.
• Monitor ticket queues to ensure service-level agreements (SLAs) are met or exceeded.
• Contribute to continuous improvement by identifying recurring issues and recommending process enhancements.
• Work collaboratively with network, system, database, and cybersecurity teams to resolve cross-functional incidents.

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related discipline. (Additional years of relevant experience may be considered in lieu of degree.)
• At least 2 years of technical support or help desk experience in a high-volume IT environment.
• DoD 8570 IAT Level I certification required (e.g., CompTIA A+, Network+, or Security+).
• Strong knowledge of Microsoft Office products, Windows client environments, and enterprise ticketing systems (ServiceNow preferred).
• Ability to follow documented SOPs and escalation procedures.
• Strong problem-solving skills and ability to work effectively under pressure.
• Excellent verbal and written communication skills, with a strong customer service orientation.

Preferred Qualifications

• Prior DoD or DFAS help desk experience.
• Familiarity with IL-5 cloud environments and secure network access controls.
• Experience with remote troubleshooting tools and secure desktop environments.
• ITIL v4 Foundation certification.
• Experience in a 24/7 mission-critical operations center or service desk environment.

JANUS strives to provide opportunities for career growth through training and development. We also offer an attractive comprehensive benefit package to include health and welfare plans and financial products. As part of a total rewards program, employees can benefit from our referral bonus program, and other various employee awards. JANUS Research Group takes pride in our benefit package and rewards pro