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Help Desk Support Specialist at CSCI Consulting, Remote (United States)

CSCI Consulting is looking for a Help Desk Support Specialist to deliver responsive, professional technical support for GCCS-MC users in a secure Department of Defense (DoD) environment. This role is focused on troubleshooting user access and system performance issues, maintaining service level compliance, and ensuring proper documentation to support audit requirements. The ideal candidate will bring deep experience in technical support, strong customer service skills, and a thorough understanding of secure IT operations.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for end-users experiencing issues with system access, performance, and functionality.
• Respond to support requests via phone, email, or ticketing systems in a high-volume enterprise environment.
• Troubleshoot and resolve incidents using knowledge base articles and established procedures, escalating to Tier 3 when necessary.
• Document all support interactions in the ticketing system and ensure resolution aligns with SLAs.
• Support onboarding tasks including account provisioning, password resets, and user profile configuration.
• Work closely with interface, GOC, and audit teams to ensure accurate tracking, resolution, and compliance.
• Assist in maintaining data integrity and system security by following audit documentation standards.
• Provide user guidance on IT best practices to reduce recurring issues and improve overall service delivery.

Minimum Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 4–6 years of experience in an IT service desk or technical support role.
• Active DoD Secret Clearance.
• Proficiency in resolving software, hardware, system access, and performance issues.
• Strong understanding of ITIL-based service management processes and tools (e.g., Remedy, ServiceNow).
• Excellent written and verbal communication skills with a strong customer service orientation.
• Experience documenting, tracking, and resolving incidents in line with SLAs.

Preferred Skills

• Experience supporting Department of Defense (DoD) systems or working in secure federal environments.
• Familiarity with GCSS-MC or other Oracle-based ERP systems.
• Knowledge of audit compliance processes and documentation standards.
• Understanding of Active Directory, user provisioning, and account management.
• Exposure to interface troubleshooting and data integrity support in an enterprise setting.
• Experience providing support in a 24/7/365 operational environment

About CSCI

CSCI is an award-winning information technology and financial management consulting firm founded on one simple philosophy: “Do what is right, always.” We apply this philosophy across all elements of our growing business, from delivering world-class services for customers to providing an environment where associates thrive both personally and professionally. At CSCI, work and fun aren’t diametrically opposed!

At CSCI, our goal is to hire people with proven track records and retain them with an energizing, diverse company culture. We value each associate’s natural drive to excel, and we provide them with the freedom to do things their way. CSCI seeks the best and brightest in the industry—those who are ready to move their lives and career forward. Join us today and get excited about Mondays again!

Benefits of Working at CSCI

• Competitive salaries
• Generous Paid Time Off (PTO) package
• Paid holidays aligned to the Federal calendar
• Full health benefits including medical, dental, vision, and life insurance 
• 401(k) retirement plan
• Team building events
• Professional development support 

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. CSCI provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

If you require an accommodation, please contact CSCI Human Resources for further assistance. For questions regarding the qualifications listed above, please contact the CSCI Recruiting Team.