Help Desk Technician

The Help Desk Technician at VTG provides Tier 1 and Tier 2 technical and functional support for a Commercial Off-The-Shelf (COTS) software solution used by a U.S. Government customer. This onsite role in Springfield, VA serves as the primary point of contact for end users, handles incident and service request intake, supports reliable system operations, and assists with user adoption.

Role Overview

This position supports a COTS platform that integrates with external systems to support the federal acquisition lifecycle. The Help Desk Technician resolves issues when possible or routes unresolved problems to the technical product team, while maintaining a positive customer experience through clear communication and disciplined troubleshooting.

Key Responsibilities

• Provide responsive Tier 1 and Tier 2 support by phone, email, ticketing system, virtual meeting, or other approved support channels.
• Log, categorize, prioritize, troubleshoot, document, and resolve incidents in line with established procedures and service-level targets.
• Support routine user needs including account support, access questions, and system navigation assistance.
• Assist contracting officers, contracting specialists, program managers, and other users with application workflows, business rules, data requirements, approvals, and reporting features.
• Diagnose issues involving browsers, authentication, permissions, connectivity, data entry, integrations, and application performance.
• Reproduce reported issues, capture supporting evidence, assess operational impact, and route unresolved items to the technical product team.
• Provide status updates, workarounds, resolution instructions, and closure confirmations for both technical and nontechnical audiences.
• Support go-live preparation, readiness activities, user onboarding, and post-launch hypercare.
• Create and maintain knowledge articles, troubleshooting guides, frequently asked questions, and standard responses.
• Analyze recurring tickets and trends, then recommend corrective actions, usability improvements, training topics, and automation opportunities.
• Track ticket volume, aging, resolution time, backlog, customer feedback, and recurring issue categories.
• Collaborate with program leadership, business analysts, developers, trainers, system administrators, cybersecurity staff, and customer stakeholders.
• Capture lessons learned and recommend improvements to support processes, tools, documentation, and user experience.

Required Qualifications

• Active Top Secret Security Clearance with CI Polygraph.
• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, Finance, Accounting, or a STEM-related discipline (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 translating 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 federal, DoD, and agency-specific acquisition and business processes, 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.
• Prior experience implementing or supporting federal financial management systems (Oracle, Momentum, SAP, Appian, or similar).
• 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.
• Knowledge of software development life cycle (SDLC) practices, principles, and techniques as applied to Agile development.
• Relevant certifications such as CompTIA A+, Network+, or Security+.

Work Location and Schedule

This is a full-time position performed onsite at the customer site in Springfield, VA. Support will align with customer-defined operating hours, with occasional extended-hours, on-call coverage, weekend support, or surge support during software releases and the annual end-of-fiscal-year surge period in August and September.