Help Desk Technician / Journeyman Computer User Support Specialist

About This Role

This role provides front-line and escalated user support for the GEOMAP platform, ensuring timely resolution of technical issues and a high-quality customer support experience for Air Force users. The Help Desk Technician supports day-to-day operations by troubleshooting user incidents, documenting resolutions, tracking service requests, and coordinating with engineering, database, testing, and production support teams to maintain system reliability and user readiness. This position is contingent upon contract award.

Responsibilities

• Provide help desk support for GEOMAP users, including incident intake, troubleshooting, resolution, and escalation
• Respond to user issues involving application access, account support, system functionality, data workflows, and general technical questions
• Log, track, update, and resolve tickets in accordance with established service desk processes and response timelines
• Troubleshoot user-reported issues and coordinate with developers, cloud support, database, and testing teams for resolution of more complex technical problems
• Support Tier I/Tier II end-user assistance and escalate unresolved issues to higher-level technical staff as appropriate
• Document incidents, service requests, workarounds, and knowledge base articles to improve support efficiency and consistency
• Assist with user account support, permissions coordination, and onboarding/offboarding activities as required
• Support release readiness by communicating known issues, changes, and user impacts associated with new deployments or system updates
• Monitor recurring issue trends and provide feedback to leadership and technical teams on systemic problems and recommended improvements
• Deliver professional and responsive customer service while supporting mission users in a fast-paced operational environment
• Assist in maintaining user guides, FAQs, standard operating procedures, and other support documentation
• Participate in meetings, reporting, and coordination activities related to help desk operations and customer support performance
• Perform other related duties as assigned

Requirements

• Active Secret clearance required
• Associate

or Bachelor

degree in Information Technology, Computer Science, or related field. Relevant experience may be substituted for education where appropriate

• 3+ years of experience providing help desk, desktop support, application support, or customer technical support in an enterprise IT environment
• Experience troubleshooting user issues, documenting tickets, and resolving incidents using standard service desk tools and processes
• Experience supporting business applications, web-based systems, or cloud-hosted platforms