Support Jobs in Linthicum Heights, MD

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Service Desk Technician

cFocus Software Incorporated Linthicum Heights, MD

Linthicum Heights, MD

Today

Full time Application Support End User Support Help Desk

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Job Description

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

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