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# Help Desk Technician

- **Company:** VTG LLC
- **Location:** Springfield, VA, United States
- **Contract:** Permanent contract
- **Skills:** User Authentication, Information Systems, Web Browsers, Identity and Access Management, Issue Tracking Systems, Knowledge Management, Single Sign-On, Software Deployment, Enterprise Software Applications, Information Technology
- **Published:** October 1, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9210541/help-desk-technician

## About the Role

* Active Top Secret Security Clearance with CI Polygraph.
 * Bachelor's degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a related field. Relevant professional experience may substitute for the degree requirement.
 * Experience supporting Intelligence Community or DoD programs.
 * Experience supporting users of web-based enterprise applications in a help desk, service desk, customer support, or application support role.
 * Ability to troubleshoot logically, ask effective diagnostic questions, reproduce issues, and document steps and outcomes accurately.
 * Strong written and verbal communication skills, including the ability to translate technical concepts for nontechnical users.
 * Professional customer service skills, sound judgment, patience, attention to detail, and a strong sense of ownership.
 * Ability to prioritize competing requests, meet service expectations, and remain effective during go-live or high-volume support periods.
 * Experience using ticketing, knowledge-base, collaboration, and remote-support tools.
 * Ability to learn complex acquisition and program-management workflows, terminology, roles, and business rules.
 * Ability to work effectively with geographically distributed government and contractor teams.

Preferred Qualifications

 * Familiarity with federal acquisition processes and the responsibilities of contracting officers, contracting specialists, and program managers.
 * Experience supporting an initial production deployment, phased rollout, pilot, or post-launch hypercare period.
 * Experience with identity and access management, single sign-on, role-based permissions, browsers, and common web-application integrations.
 * Experience creating knowledge articles, job aids, standard operating procedures, and user training materials.
 * Relevant certifications such as CompTIA A+, Network+, or Security+.

## Description

The Help Desk Technician provides frontline technical and functional support for the initial operational deployment of a Commercial Off-The-Shelf (COTS) software solution to a U.S. Government customer. The application supports contracting officers, contracting specialists, and program managers throughout acquisition and contract management workflows. This role serves as a primary point of contact for end users, resolves or routes incidents and service requests, supports adoption of the new system, and helps the program maintain reliable operations and a positive customer experience. The ideal candidate combines strong customer service, disciplined troubleshooting, clear communication, and familiarity with federal IT support environments.

This position is 100% onsite in Springfield, VA.

What will you do?

 * End-user support: Provide responsive Tier 1 assistance by phone, email, ticketing system, virtual meeting, or other approved channels.
 * Incident management: Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service-level targets.
 * Service requests: Fulfill routine requests such as account support, access questions, and system navigation assistance.
 * Functional support: Help contracting officers, contracting specialists, program managers, and other users understand application workflows, business rules, data requirements, approvals, and reporting features.
 * Technical troubleshooting: Diagnose browser, authentication, permissions, connectivity, data-entry, integration, and application-performance issues.
 * Escalation: Reproduce issues, capture evidence, assess operational impact, and route unresolved problems to the technical product team.
 * User communication: Provide clear status updates, workarounds, resolution instructions, and closure confirmations using language appropriate for both technical and nontechnical audiences.
 * Deployment support: Participate in go-live preparation, readiness activities, user onboarding, and post-launch hypercare.
 * Knowledge management: Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses.
 * Problem identification: Analyze recurring tickets and trends; recommend corrective actions, usability improvements, training topics, and automation opportunities.
 * Operational reporting: Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories.
 * Team coordination: Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders.
 * Continuous improvement: Contribute lessons learned and recommend improvements to support processes, tools, documentation, and user experience.