Service Desk Technician

cFocus Software Incorporated is seeking an on-site Service Desk Technician in Linthicum Heights, MD to support the United States Air Force (USAF). In this role, you will deliver Tier 0 through Tier 3 service desk support for enterprise systems, applications, networks, and telecommunications, handling requests from DC3 users through Government-approved support channels.

This position is based onsite and requires an Active TS/SCI clearance. You will be responsible for incident and service request triage, troubleshooting, ticket documentation, escalation coordination, and maintaining self-service resources to reduce repeat issues across the supported environment.

Responsibilities

• Act as the point of contact for DC3 users seeking assistance with systems, applications, infrastructure, networks, and telecommunications, receiving requests through Government-approved support channels.
• Provide Tier 1 support for foundational enterprise services and perform assigned Tier 2 troubleshooting for designated systems and applications within the program’s lifecycle responsibility.
• Support Tier 0 self-service by maintaining knowledge articles, troubleshooting guidance, and user instructions that address common issues.
• Triage incidents and service requests, determine the correct support queue, and route unresolved Tier 1 issues to Tier 2 personnel. Coordinate escalation to Tier 3 specialists when needed.
• Maintain ownership of escalated tickets through closure, follow up with support teams, communicate status to users, and document resolution actions.
• Respond to, document, and track incidents and service requests in the Government-approved ticketing system daily by 5 p.m. Eastern Time, including symptoms, troubleshooting steps, escalation details, and outcomes.
• Manage and fulfill assigned requests for video and telecommunications services, troubleshooting as required and coordinating with the appropriate technical teams.
• Support and fulfill requests involving applications, infrastructure, networks, research and development, and innovation services within the assigned support scope.
• Assist with user onboarding and training, system monitoring, and knowledge management, and support enterprise identity, credential, and access management activities as authorized.
• Develop and update troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
• Collect service desk performance data, contribute to Government-requested reports, identify recurring issues, and recommend improvements to troubleshooting guidance and support workflows.
• Follow approved security, access, and incident response procedures, and promptly elevate suspected security incidents or service disruptions to designated operations and cybersecurity personnel.

Requirements

• Active TS/SCI clearance
• B.S. in Computer Science, Information Technology, or a related field
• Experience providing help desk, service desk, or comparable technical support for enterprise IT users
• Ability to troubleshoot system, application, infrastructure, network connectivity, and video or telecommunications issues, and recognize when specialist support is needed
• Experience using an IT ticketing system to document incidents, manage requests, route escalations, and follow issues through resolution
• Ability to write clear troubleshooting instructions and knowledge articles, explain technical steps to users, and maintain complete support records
• Customer service skills, sound prioritization, and ability to coordinate with remote users and technical teams across multiple locations