Jobs and Careers

Customer Support Technical Support Specialist (Help Desk) - Navy - Secret Required

United States - Remote, United StatesRemotefull_timeVerifiedPosted 10 Nov 2025

About the role

cFocus Software seeks a Customer Technical Support Specialist (Help Desk) to join our program supporting the Department of Defense (DoD). This position is remote. This position requires the ability to obtain a Secret clearance.

Qualifications:

Two (2) years of professional experience in Industry, Federal or DoD Help Desk Support using a help desk tool such as BMC’s Remedy and ServiceNow.
Active DoD IAT Level II certification

Duties:

Respond to and resolve escalated service requests and incidents in accordance with established Service Level Agreements (SLAs).
Diagnose, troubleshoot, and resolve complex hardware, software, and network connectivity issues.
Manage and document service tickets using approved help desk and incident management systems.
Provide expert guidance to junior help desk staff and assist in training and mentoring activities.
Ensure compliance with cybersecurity and information assurance policies during troubleshooting and system maintenance activities.
Perform remote and onsite support for end users, including system configuration, installation, and updates.
Collaborate with system administrators, network engineers, and cybersecurity teams to address recurring or systemic issues.
Monitor and track issue resolution progress to ensure prompt and accurate closure of support tickets.
Prepare and deliver reports on service performance metrics, common incidents, and improvement recommendations.
Contribute to knowledge base documentation and update standard operating procedures (SOPs).
Support IT asset management, inventory tracking, and lifecycle replacement processes.