Arch Systems, LLC
Arch Systems, LLC

Help Desk Specialist – Application Support

Remote • Posted 1 hour ago • Updated 1 hour ago
Full Time
No Travel Required
Remote
63000 - 70000/yr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Access Control
  • Application Support
  • Authentication
  • Account Management
  • Customer Communications
  • Help Desk
  • Data Security
  • JIRA
  • Problem Solving
  • Incident Management
  • Identity Management
  • Customer Service
  • Documentation
  • ServiceNow
  • Technical Support
  • Workday
  • Change Request Management
  • Management
  • Communication

Summary

Role: Help Desk Specialist – Application Support
Position Type: Full-Time
Experience: 5+ Years
Work Environment: US Federal Government
Work Schedule: Monday–Friday, 8 hours per day
 
Position Summary
Arch Systems is seeking a Help Desk Specialist to provide technical support, user account administration, and incident management for the Mission Control application platforms. The ideal candidate will have hands-on experience supporting enterprise applications, troubleshooting user access issues, managing support tickets, and providing timely customer assistance.
 
Key Responsibilities
  • Provide day-to-day help desk and application support for  Mission Control platforms.
  • Create, modify, maintain, and delete user accounts and manage application access requests.
  • Troubleshoot login failures, authentication issues, shared-login functionality, and application errors.
  • Respond to user access requests within 24 hours and support completion within 72 hours during high-volume periods, as specified in the PWS.
  • Prioritize critical incidents and designated priority tickets before routine requests.
  • Resolve customer issues over the phone whenever possible and escalate complex problems to technical teams.
  • Manage and track incidents and service requests using Jira or other approved ticketing systems.
  • Maintain and support enhancements to the User Management Tool.
  • Document troubleshooting activities, resolutions, and customer communications.
  • Prepare monthly help desk reports covering ticket volumes, resolutions, response times, and user access metrics.
  • Follow security policies, access control procedures, and data protection requirements.
Help Desk Coverage Expectations
  • Provide 8 hours of help desk coverage daily, Monday through Friday, including mandatory core hours.
  • Remain available and responsive to user calls, incidents, and service requests throughout assigned working hours.
  • Give immediate attention to critical system access issues and designated priority tasks.
  • Complete priority tasks before proceeding with routine support activities.
  • Meet the 24-hour user access response requirement, with requests received at the end of the workweek completed on the first workday of the following week.
  • Support completion of user requests within 72 hours during high-volume periods.
  • Coordinate with IRS personnel and technical teams to ensure continuity of support and timely incident resolution.
Required Qualifications
  • 5+ years of experience in IT Help Desk, Application Support, or Technical Support.
  • Experience supporting enterprise web-based applications and troubleshooting end-user issues.
  • Hands-on experience with user provisioning, account management, and access permissions.
  • Experience with Jira, ServiceNow, or similar ticketing systems.
  • Knowledge of authentication, shared-login, and application access troubleshooting.
  • Strong communication, problem-solving, documentation, and customer service skills.
  • Ability to independently prioritize and resolve technical issues within established service requirements.
Preferred Qualifications
  • Previous experience supporting IRS or other Federal Government applications.
  • Familiarity with SSO, SAML, PKI, or enterprise authentication systems.
  • Experience with ITIL-based incident and service request management.
  • Familiarity with application support in Linux-based environments.
  • Existing IRS suitability or ability to obtain required IRS personnel security approval.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10356952
  • Position Id: 9123289
  • Posted 1 hour ago
Contact the job poster
Allan David

Allan David

Recruiter @ Arch Systems, LLC

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