Help Desk Support 3
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Job Description
Help Desk Support 3 specialist providing Tier 1 technical assistance to NAVFAC Cloud users. Managing support lifecycle from ticket creation to escalation and ensuring service quality.
Responsibilities:
- Provide Tier 1 support to Cloud Users (Mission Owners) for all CSM service-related issues
- Manage support interactions across multiple channels, including phone, email, and various service ticketing systems
- Create and track support tickets using approved management solutions
- Escalate unresolved Tier 1 issues to higher-level support teams (Tier 2 or Tier 3)
- Directly assist Cloud users experiencing access issues
- Deliver Cloud Infrastructure Support to guide users through the resolution of technical issues
- Track and report on key performance metrics to ensure service quality
Requirements:
- Bachelor’s degree in Computer Science or a related technical field
- 2–4 years of cloud engineering experience
- Proven experience responding to end-user requests via phone, email, or ticketing systems
- Proficiency in utilizing enterprise ticketing tools such as ServiceNow or HPESM
- Strong understanding of Azure administration and cloud architecture
- Familiarity with CI/CD and DevSecOps toolchains
- Security+ certification
- U.S. Citizenship and the ability to obtain a DoD Top Secret clearance
Benefits:
- medical, dental, and vision insurance
- life insurance
- long and short-term disability and other insurance products
- Health Savings Account
- Flexible Spending Account
- 401K Retirement Plan options
- Tuition Reimbursement
- assorted voluntary benefits
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