Innovatus Technology Consulting

Help Desk Technician

Innovatus Technology Consulting

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

Tech Stack

ServiceNow

About the role

  • Monitor and respond to the shared functional SLDCADA support inbox, serving as the primary point of contact for customer inquiries and issues
  • Enter work orders/tickets and communicate directly with SLDCADA customers (DoN personnel, civilians, military, contractors) to troubleshoot questions, resolve issues, and provide guidance
  • Participate in an on-call rotation to provide after-hours support for mission-essential SLDCADA operations and incidents
  • Learn and monitor all SLDCADA batch processes that run daily in Control-M; investigate job failures, warnings, and anomalies, then determine and execute next steps for resolution or escalation
  • Proactively monitor the SLDCADA website and application interfaces to detect and report any outages, performance degradations, or availability issues
  • Monitor and log weekly Time and Attendance file sends; verify successful receipt and processing, documenting any failures for follow-up and resolution
  • Create and record virtual training sessions on the SLDCADA website/system for customers, covering key functionalities such as timecard entry, certification, leave requests, and reporting
  • Diagnose and resolve a range of technical issues related to SLDCADA access, functionality, timecard processing, reporting, and integration with DoD networks
  • Document all support interactions, resolutions, batch monitoring activities, and training materials in the ticketing system (e.g., ServiceNow or equivalent) accurately and promptly
  • Assist with user onboarding/offboarding, account management, password resets, and basic security guidance in compliance with DoD policies
  • Support remote access solutions and adhere to strict security protocols for handling Controlled Unclassified Information (CUI) and classified data
  • Contribute to knowledge base articles, process documentation, and continuous improvement initiatives for SLDCADA support.

Requirements

  • Active Secret security clearance
  • 1–3+ years of experience in help desk, IT support, or application support roles, preferably in a government, DoD, or Navy environment
  • Strong troubleshooting skills with Windows operating systems, Microsoft Office 365, Active Directory, web-based applications, and enterprise systems
  • Experience with ticketing systems (e.g., ServiceNow, Remedy) and remote support tools
  • Excellent verbal and written communication skills with a strong customer-service focus
  • Ability to work independently in a remote environment while collaborating with distributed teams
  • High school diploma or equivalent; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred
  • CompTIA A+, Security+, or equivalent certification (or ability to obtain within 6 months)
Benefits
  • Comprehensive benefits package, including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities
  • Fully remote work environment with flexible scheduling
  • Opportunity to support a critical Navy mission system with direct impact on personnel readiness and financial accuracy
  • Collaborative, mission-driven team culture emphasizing ethics, integrity, and excellence.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingWindows operating systemsMicrosoft Office 365Active Directoryweb-based applicationsenterprise systemsSLDCADAControl-Mtimecard processingremote access solutions
Soft Skills
customer serviceverbal communicationwritten communicationindependent workcollaboration
Certifications
Active Secret security clearanceCompTIA A+Security+