USAF - Help Desk Specialist

Location: On-site in Linthicum Heights, Maryland, United States

Company

hirify.global supports a United States Air Force program for DC3 users.

What you will do

• Provide Tier 1 and assigned Tier 2 support for enterprise systems, applications, infrastructure, networks, video, and telecommunications.
• Receive, triage, document, route, and track incidents and service requests through the Government-approved ticketing system.
• Retain ownership of escalated tickets, coordinate with Tier 2 and Tier 3 specialists, communicate status, and document resolutions.
• Maintain knowledge articles, troubleshooting guides, user instructions, and standard operating procedures.
• Assist with user onboarding, training, system monitoring, knowledge management, and authorized identity, credential, and access management activities.
• Collect service desk performance data, identify recurring issues, and recommend improvements to support workflows.

Requirements

• Active TS/SCI clearance
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience providing help desk, service desk, or comparable enterprise IT support.
• Ability to troubleshoot system, application, infrastructure, network connectivity, video, and telecommunications issues.
• Experience using IT ticketing systems for incident documentation, request management, escalation, and resolution tracking.
• Clear technical writing, customer service, prioritization, and coordination skills.

Culture & Benefits

• Full-time, on-site work supporting a United States Air Force program.
• Coordination with remote users and technical teams across multiple locations.
• Work follows approved security, access, and incident response procedures.
• Daily incident and service request documentation is required by 5 p.m. Eastern Time.