Help Desk Specialist

EEOC

Help Desk Specialist providing Tier I and II technical assistance in a fast-paced environment. Collaborating with teams and managing Help Desk tickets while maintaining SLAs.

Posted 7/18/2026full-timeHurlburt Field • Florida, New York • 🇺🇸 United StatesMid-LevelSenior💰 $52,900 - $108,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier I and II technical support while adhering to SLA guidelines and maintaining compliance with DoD standards. Proficient in incident management, utilizing tools like Jira and Confluence, and effectively communicating during shift transitions.

Highest-signal resume keywords

Help Desk SupportIncident ManagementITIL ProcessesAgile WorkflowsTS/SCI Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ResolutionSLA AdherenceShift Handover ReportingDoD Compliance

Soft Skills

Clear CommunicationAdaptabilityCollaboration

Tools & Technologies

JiraConfluence

Certifications & Qualifications

TS/SCI Clearance

Industry Keywords

DoD StandardsHelp DeskHigh-Demand Environment24/7 SupportShift Rotation

Tech Stack

Tools & technologies

TypeScript

About the role

Key responsibilities & impact

Provide Tier I and II technical support in an around-the-clock environment, including after-hours support on holidays and weekends
Manage and resolve Help Desk tickets in a fast-paced setting, adhering to Service Level Agreement (SLA) guidelines
Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary
Collaborate closely with engineering and management teams while maintaining professional and clear communication
Identify and implement needed resolutions or workarounds for technical issues in a structured manner
Use tools such as Jira and Confluence for tracking incidents and documenting processes
Prepare thorough shift handover reports to ensure the seamless flow of operations between shifts
Adapt swiftly to evolving technologies and environments, while adhering to security and organizational protocols
Work within classified facilities upon hiring, while maintaining compliance with DoD standards and security clearances

Requirements

What you’ll need

Experience providing Help Desk support in a high-demand and fast-paced environment
Experience tracking, analyzing, and resolving technical incidents systematically using industry-standard software
Experience with ITIL processes and Agile workflows
Knowledge of DoD-specific configurations and processes
Ability to work a round-the-clock shift rotation
Ability to work weekends, holidays, and up to 12 hours a day outside of normal work hours
Ability to effectively transition duties during shift changes by providing detailed handover reports
TS/SCI clearance
HS diploma or GED

Benefits

Comp & perks

Health, life, disability, financial, and retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Recognition awards for exceptional performance