[Hiring] Help Desk Technician @Diné Development Corporation

Role Description

The Help Desk Technician / Journeyman Computer User Support Specialist will provide 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. This role 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.

• 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.

Qualifications

• Active Secret clearance required.
• Associate’s or Bachelor’s 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.
• Strong customer service, communication, and problem-solving skills.
• Ability to diagnose technical issues, document findings clearly, and coordinate effectively across functional teams.
• Experience using ticketing and collaboration tools such as Jira, ServiceNow, Confluence, or similar platforms.
• Ability to manage multiple priorities and respond effectively to changing operational needs.

Requirements

• Experience supporting DoD customers or users in a classified or mission-focused environment.
• Experience supporting geospatial or Esri-based platforms, including familiarity with ArcGIS-related user issues.
• Familiarity with AWS cloud-hosted applications or modern software delivery environments.
• Experience developing or maintaining knowledge base content, user training materials, or support documentation.
• Understanding of escalation processes, incident tracking metrics, and help desk performance reporting.

Benefits

• Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program.
• The package also includes educational assistance, with tuition reimbursement.