JOB DESCRIPTION

CSCI is looking for a Tier I Help Desk Support Specialist to deliver first-level technical and functional support for SDDC applications. This role is essential in promptly resolving customer issues, managing ticket tracking, and maintaining the knowledge base to support Tier I operations efficiently.

MINIMUM REQUIREMENTS

• Experience in helpdesk or customer service roles
• Familiarity with ServiceNow or similar ITSM platforms
• Strong communication and troubleshooting skills
• Ability to work in a high-volume, fast-paced environment
• HDI Support Center Analyst certification preferred
• Creativity and adaptability in problem-solving
• Ability to work with clients to understand their needs
• Strong organizational and time-management skills
• Excellent written and verbal communication skills
• Professional presence

PREFERRED SKILLS

• 2+ experience supporting DoD or federal agency IT systems
• Experience with SDDC-specific applications such as GATES or TEAMS
• Knowledge of ITIL or basic ITMS principles
• Experience working in a 24/7 help desk or shift-based environment
• HDI Support Center Analyst Certification or equivalent
• Ability to contribute to knowledge base articles or SOP development
• Strong organizational skills and attention to detail when handling access lists, tickets, and reporting tasks
• Ability to work in a team environment, as well as independently
• Strong customer and vendor relationship skills
• Demonstrated ability to comply with data standards and policies
• Motivation to learn new technologies and methodologies that demonstrate value
• Past experience working with a federal agency
• Department of Defense experience is a plus!

• Provide first-level technical and functional support for SDDC applications
• Respond to customer inquiries via phone, email, web, and fax
• Log, track, and resolve incidents using ServiceNow
• Maintain and update the Knowledge Database with accurate solutions
• Escalate unresolved issues to Tier II support as needed
• Monitor application health and report outages within 30 minutes
• Administer TEAMS user accounts (approve/disapprove/unlock)
• Maintain GFM Coordinator List and update within 2 business days of receipt
• Support GATES Water Port operations with Tier I access