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Help Desk Technician

VTG Defense • Springfield, VA, US • published 2026-10-02 15:58:45.664453

Description

Overview: The Help Desk Technician provides frontline technical and functional support for the initial operational deployment of a Commercial Off\-The\-Shelf (COTS) software solution to a U.S. Government customer. The application supports contracting officers, contracting specialists, and program managers throughout acquisition and contract management workflows. This role serves as a primary point of contact for end users, resolves or routes incidents and service requests, supports adoption of the new system, and helps the program maintain reliable operations and a positive customer experience. The ideal candidate combines strong customer service, disciplined troubleshooting, clear communication, and familiarity with federal IT support environments. This position is 100% onsite in Springfield, VA. Responsibilities: * End\-user support: Provide responsive Tier 1 assistance by phone, email, ticketing system, virtual meeting, or other approved channels. * Incident management: Log, categorize, prioritize, troubleshoot, document, and resolve incidents in accordance with established procedures and service\-level targets. * Service requests: Fulfill routine requests such as account suppor...

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