Help Desk Specialist

Position Overview:

Golden Dome is a national-level, whole-of-nation initiative in which you will play a critical role in advancing next-generation homeland defense capabilities. If you are seeking a fast-paced position focused on developing innovative software for the Space-Based Interceptor mission, this opportunity is designed for you.

The ideal candidate will serve as the first point of contact for resolving hardware, software, network, and mission-critical systems issues, ensuring seamless operational support for this dynamic defense initiative. This position requires strong communication skills, technical proficiency, and a commitment to delivering excellent customer service while supporting the program's strategic objectives.

Key Responsibilities:

Technical Support:

• Respond promptly to user inquiries via phone, email, or ticketing system to troubleshoot and resolve technical issues related to the Space Based Interceptor systems.
• Diagnose and resolve application, network, and hardware problems while adhering to program security protocols.
• Escalate unresolved issues to higher-level support teams as needed, ensuring continuity of operations.

System Administration:

• Maintain and update help desk documentation, including user manuals, FAQs, and standard operating procedures.
• Perform basic system checks and maintenance tasks to ensure optimal functionality of software and equipment.
• Monitor system performance metrics and ensure compliance with cybersecurity and operational standards.

Customer Service:

• Provide exceptional service and support, ensuring users can operate program systems efficiently and effectively.
• Deliver user training on system updates, cybersecurity requirements, and technical tools associated with the Space Based Interceptor platform.
• Maintain positive and professional communication while addressing end-user concerns.

Collaboration:

• Work closely with IT staff, cybersecurity teams, and program management to deliver timely solutions and optimize program performance.
• Participate in regular team meetings to report on trends, challenges, and recommendations for improving help desk services.
• Support operational readiness exercises and program system certifications as required

Education and Experience:

• Bachelor's degree with 10 years' related experience; master's degree preferred.

Required Security Clearance:

• Must have an Active Top-Secret Clearance with SCI Eligibility
• 2 years' prior experience for access to Special Access Program Information (SAP), or Controlled Access Program (CAP); must have 1 year in the last 5 years.

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