Help Desk Specialist

Delaware Nation Investments/Emerging Technologies (DNI/ET) is seeking a highly qualified and motivated After Hours Help Desk Specialist to join our team supporting the Air Force Sustainment Center (AFSC) at Tinker AFB, Hill AFB, Robins AFB, and Wright-Patterson AFB. This position supports after-hours operations for the AFSC Technology Hosting Environment for NextGen Automation (ATHENA) and related enterprise network services. The specialist will serve as a primary point of contact for authorized production-support callers, coordinate response to production outages that have no workaround, and support planned maintenance activities outside core production windows. This role requires strong customer-service skills, technical judgment, clear communication, and the ability to coordinate distributed support teams during after-hours operations.

This role provides support from 5PM-7AM in a remote capacity.

Responsibilities:

• Serve as an after-hours point of contact for authorized callers supporting ATHENA production operations

• Receive, document, and triage support calls involving production outages, service interruptions, and planned maintenance activities

• Gather accurate information about the affected site, system, service, business impact, and actions already taken

• Provide initial help desk troubleshooting using approved procedures, standard operating procedures, knowledge articles, and escalation paths

• Support response to production outages involving work stoppage where no workaround is available

• Coordinate with authorized supervisors of engineers supporting production and with program leadership as required

• Call back contract personnel and site technicians to coordinate on-site support at Tinker AFB, Robins AFB, or Hill AFB

• Facilitate communication between remote support personnel, system administrators, network personnel, engineers, and on-site technicians

• Escalate incidents requiring specialized network, system administration, cybersecurity, or field support

• Track incidents through resolution or handoff and maintain accurate status updates and shift-transition information

• Support planned outages, infrastructure updates, and approved maintenance scheduled outside core production hours

• Maintain clear records of calls, incidents, outages, escalations, maintenance activities, and final resolutions

• Communicate incident status, risks, actions, and next steps clearly to customers, technical teams, and leadership

• Follow approved security, access-control, cybersecurity, configuration-management, and change-management procedures

• Protect government information, systems, equipment, credentials, and access details from unauthorized disclosure or use

• Work closely with engineering, cybersecurity, operations, and leadership teams to support AFSC mission objectives

Requirements

• Experience in a help desk, service desk, network operations center, technical support, or IT operations environment
• Working knowledge of incident intake, ticket documentation, troubleshooting, escalation, and service-restoration practices
• Ability to gather accurate technical and operational information from callers and translate it into clear incident records
• Ability to follow technical procedures and standard operating procedures while exercising sound judgment during outages
• Strong verbal and written communication skills, including the ability to provide concise status updates during high-impact events
• Ability to work independently during after-hours coverage and coordinate effectively with distributed technical teams
• Ability to work evenings, nights, weekends, holidays, or on-call/callback assignments based on program needs
• Ability to support operations serving Tinker AFB, Robins AFB, and Hill AFB, with work location determined by program requirements
• Active Secret clearance or the ability to obtain an interim-Secret clearance and required government access
• Ability to read, write, speak, and understand English and communicate problem resolutions effectively
• Ability to comply with applicable Department of Defense, Air Force, installation, safety, security, and operating instructions

Preferred Requirements:

• Prior experience supporting Air Force, Department of Defense (DoD), federal, or other regulated programs
• Experience supporting enterprise networks, servers, cloud services, industrial or operational technology, or production systems
• Familiarity with ServiceNow or another ticketing platform, including incident tracking, escalation, dashboards, or configuration records
• CompTIA Security+
• Experience coordinating field technicians or infrastructure teams across multiple locations
• Familiarity with change windows, outage bridges, shift handoffs, cybersecurity operations, or enterprise IT support environments

AAP/EEO Statement:
DNI complies with all federal, state and local laws designed to protect employees and job applicants from discrimination based on race, religion, color, sex, parental status, national origin, age, disability, genetic information, military service, or other non-merit-based factors.

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Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice._

Benefits

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas