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USAF Service Desk Technician

CFocus Softwareorporated

Job Location:

Anne Arundel County, MD - USA

Monthly Salary: Not provided by the employer

Posted: 11 October 2026 (22 hours ago)

Application Deadline: 8 January 2027

Vacancies: 1 Vacancy

Job Summary

cFocus Software seeks a Service Desk Technician to join our program supporting the United States Air Force (USAF). This position is on-site in Linthicum Heights MD. This position requires an Active TS/SCI clearance.
Qualifications:

Active TS/SCI clearance
B.S. Computer Science Information Technology or a related field
Experience providing help desk service desk or comparable technical support for enterprise IT users.
Ability to troubleshoot system application infrastructure network connectivity and video or telecommunications issues and recognize when specialist support is needed.
Experience using an IT ticketing system to document incidents manage requests route escalations and follow issues through resolution.
Ability to write clear troubleshooting instructions and knowledge articles explain technical steps to users and maintain complete support records.
Customer service skills sound prioritization and the ability to coordinate with remote users and technical teams across multiple locations

Duties:

Serve as a point of contact for DC3 users seeking assistance with systems applications infrastructure networks and telecommunications. Receive requests through Government-approved support channels.
Provide Tier 1 support for foundational enterprise services and perform assigned Tier 2 troubleshooting for designated systems and applications within the programs lifecycle responsibility.
Support Tier 0 self-service by maintaining knowledge articles troubleshooting guidance and user instructions that help resolve common issues.
Triage incidents and service requests determine the appropriate support queue and route unresolved Tier 1 issues to Tier 2 personnel. Coordinate further escalation to Tier 3 specialists when needed.
Retain ownership of escalated tickets through closure follow up with support teams communicate status to users and document resolution actions.
Respond to document and track incidents and service requests in the Government-approved ticketing system daily by 5 p.m. Eastern Time. Record symptoms troubleshooting steps escalation details and outcomes.
Manage and fulfill assigned requests for video and telecommunications services including troubleshooting and coordination with the appropriate technical teams.
Support and fulfill requests involving applications infrastructure networks research and development and innovation services within the assigned support scope.
Assist with user onboarding and training system monitoring and knowledge management. Support enterprise identity credential and access management activities as authorized.
Develop and update troubleshooting guides and standard operating procedures for Government review and approval by the last business day of each quarter.
Collect service desk performance data and contribute to reports requested by the Government. Identify recurring issues and recommend improvements to troubleshooting guidance and support workflows.
Follow approved security access and incident response procedures; promptly elevate suspected security incidents or service disruptions to designated operations and cybersecurity personnel.