Help Desk Specialist

Help Desk Specialist

Location : Remote

Work Type : Remote

Remote Work : NO

Job Description

Gridiron IT is seeking a Help Desk Specialist to provide high-level support for a Department of Defense (DoD) Travel contract. This role delivers technical, functional, and customer-focused assistance to ensure seamless operation and user experience within the Defense Travel System (DTS) and related DoD travel programs.

Responsibilities

• Provide assistance to all DoD personnel regarding the use and administration of the Defense Travel System (DTS) application, DoD Travel Policy, and travel financial management. Perform functional analysis to identify process steps, tasks, and inter-relationships.
• Develop, update, and maintain project documentation, including specification manuals, system procedures, presentations, and training materials. Translate processes into clear visual depictions to support understanding and compliance.
• Support a 24x7x365 operational environment, with availability to work weekends, overnights, and Federal holidays as required. Participate in special projects and collaborate across teams to ensure mission continuity.
• Work directly with customers and technical staff to enhance understanding of requirements and coordinate implementation of improvements. Maintain system integrity through documentation and analysis of anomalies to ensure optimal performance.
• Troubleshoot and resolve issues related to customer-specific operating systems and applications. Define and classify level, priority, and nature of problems, escalating when necessary. Manage the full lifecycle of trouble tickets-opening, tracking, and closing-ensuring ownership and end-user satisfaction.
• Provide exceptional communication and customer service in a mission-critical environment. Complete additional training as required to support legacy systems.

Required Qualifications

Clearance

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Requires favorable Public Trust and US Citizenship.

Compensation and Benefits

Salary Range : $15 - $20 / hr (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits : Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron's benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.