HELP DESK SUPPORT 3

The Help Desk Support 3 specialist provides essential Tier 1 technical assistance to NAVFAC Cloud users and Mission Owners. This role serves as the first point of contact for users experiencing issues with Cloud Service Management (CSM) services. Key responsibilities include managing the support lifecycle-from ticket creation and basic infrastructure troubleshooting to escalating complex issues to specialized Tier 2 or Tier 3 teams.

RESPONSIBILITIES:

• Ticket & Incident Management

  • 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) when initial troubleshooting does not yield a resolution.

• Technical Support & Troubleshooting

  • Directly assist Cloud users who are experiencing access issues.

  • Deliver Cloud Infrastructure Support to guide users through the resolution of technical issues.

  • Utilize technical knowledge of Azure and cloud architecture to diagnose basic service interruptions.

• Metrics & Reporting

  • Track and report on key performance metrics to ensure service quality.

  • Provide data on help desk requests received, support tickets created, resolution times, escalation rates, and overall user satisfaction.

QUALIFICATIONS:

Basic:

• Education: Bachelor's degree in Computer Science or a related technical field.

• Experience: 2-4 years of cloud engineering experience.

• Technical Skills:

  • 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.

• Certification: Security+ certification.

* Security Clearance: U.S. Citizenship and the ability to obtain a DoD Top Secret clearance

Preferred:

* Active DoD Top Secret clearance.

* Certification: Active Security+ certification.

* Professional cloud certifications (e.g., Microsoft Certified: Azure Associate).

* Experience implementing DISA STIG configurations.

* Knowledge of DoD SRG and NIST SP 800-53 security controls.

Location: Ventura, CA or Remote