HELP DESK SUPPORT SPECIALIST III

Help Desk Support Specialist III

This position provides second-level support within a 24x7x365 operations environment, combining traditional help desk functions with real-time system and facility monitoring responsibilities. The Help Desk Support Specialist III supports incident management, process monitoring, and operational continuity for mission-critical systems and services.

This role handles escalated Tier I issues while also performing proactive monitoring of applications, services, and facility systems to ensure availability and performance. The position requires independent problem-solving, strong situational awareness, and coordination with engineers, system administrators, and operational stakeholders.

Responsibilities

• Respond to and resolve escalated Tier I support issues via phone, email, or in-person requests
• Monitor applications, systems, and services to ensure availability and performance
• Perform incident management activities including logging, tracking, escalation, resolution, and reporting
• Proactively identify system anomalies and initiate corrective actions or escalation procedures
• Monitor facility environmental systems including power, HVAC, fire suppression, water detection, and physical security systems
• Coordinate and communicate system status, outages, and resolutions to stakeholders and customers
• Maintain situational awareness of operational systems within a 24/7 operations center environment
• Support quality assurance processes including documentation, test plans, metrics tracking, and reporting
• Develop, update, and maintain standard operating procedures (SOPs), policies, and operational documentation
• Collaborate with Tier III support, system administrators, and engineers to resolve complex issues
• Ensure timely response and resolution in accordance with service level agreements (SLAs)
• Provide guidance and support to users, including troubleshooting and resolution recommendations
• Maintain accurate records of incidents, actions taken, and system status updates

Basic Qualifications

• High School Diploma or equivalent; Associate's degree preferred
• 3–4 years of IT support or help desk experience in a corporate or operational environment
• Experience with incident management and ticketing systems
• Ability to communicate technical information to non-technical users
• Strong organizational, analytical, and problem-solving skills
• Ability to work in a 24/7 shift-based operational environment
• Ability to obtain and maintain a DoD Secret clearance

Preferred Qualifications

• U.S. Citizenship Required
• Current/Active DoD Secret Clearance Required
• CompTIA Security+ (IAT Level II) certification
• Experience in operations center, NOC, or watch floor environments
• Knowledge of system and network monitoring tools
• Familiarity with facility systems monitoring (power, HVAC, security systems)
• Strong attention to detail and ability to prioritize tasks in a dynamic environment
• Experience supporting DoD or Navy operational environments

Location: Government Site – NITC, Port Hueneme, CA

Company Summary

Join the VSolvit Team! Founded in 2006, VSolvit (pronounced 'We Solve It') is a technology services provider that specializes in cybersecurity, cloud computing, geographic information systems (GIS), business intelligence (BI) systems, data warehousing, engineering services, and custom database and application development. VSolvit is an award winning WOSB, CA CDB, MBE, WBE, and CMMI Level 3 certified company. We offer a customizable health benefits program that best meets the needs of its employees. Offering may include: medical, dental, and vision insurance, life insurance, long and short-term disability and other insurance products, Health Savings Account, Flexible Spending Account, 401K Retirement Plan options, Tuition Reimbursement, and assorted voluntary benefits. Our goal is to grow together and enjoy the work that we do as a team.

VSolvit LLC is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.