Tier 2 / 3 Help Desk Support Specialist - General

Pegasi Defense is seeking an experienced Tier 2 / Tier 3 Help Desk Support Specialist to provide advanced technical assistance, application troubleshooting, incident resolution, and operational support for mission-critical enterprise information systems within a Department of Defense (DoD) environment.

The Help Desk Support Specialist will be responsible for diagnosing and resolving complex technical issues affecting enterprise application functionality, user access, authentication, system performance, and operational workflows. This position will focus on advanced troubleshooting, incident management, account support, problem resolution, and coordination with software engineering, database, infrastructure, and cybersecurity teams.

The ideal candidate will have strong experience supporting government enterprise applications, resolving escalated technical incidents, assisting users with complex application workflows, and maintaining high levels of customer service within secure federal environments.

Key Responsibilities

Tier 2 / Tier 3 Technical Support • Provide advanced technical support for mission-critical enterprise applications and supporting technologies. • Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support personnel. • Troubleshoot application errors, login failures, authentication issues, user permissions, system access problems, and application performance concerns. • Analyze technical incidents to determine root causes and implement appropriate corrective actions. • Reproduce reported application defects and coordinate with software engineering teams to identify and implement solutions. • Provide technical assistance to users experiencing application workflow errors, transaction failures, data discrepancies, and unexpected system behavior. • Escalate unresolved issues to appropriate engineering, database, infrastructure, or cybersecurity teams. • Maintain detailed documentation of troubleshooting activities, resolutions, and escalation procedures.

User Account Management & Access Support • Support user account provisioning, modification, deactivation, and access restoration in accordance with approved procedures. • Troubleshoot user authentication and access issues involving Common Access Cards (CAC), Personal Identity Verification (PIV) credentials, and Public Key Infrastructure (PKI). • Assist users with certificate registration, authentication failures, expired credentials, and access-related technical issues. • Coordinate with authorized account managers and security personnel to resolve account lockouts and permission-related problems. • Support role-based access control (RBAC) and ensure users receive appropriate application permissions based on approved access requirements. • Assist with account access requests, user registration procedures, and required documentation. • Investigate issues involving user roles, organizational hierarchies, account associations, and application permissions. • Ensure all account management activities comply with applicable security policies and access control requirements.

Enterprise Application & Workflow Support • Provide functional and technical support for complex web-based enterprise applications. • Troubleshoot application navigation issues, failed transactions, data entry errors, and workflow processing problems. • Assist users with locating, updating, submitting, and validating records within authorized application workflows. • Investigate application issues involving record visibility, data synchronization, permissions, and processing status. • Support troubleshooting of application notifications, task assignments, request submissions, and workflow routing. • Identify and document recurring user issues, application defects, and potential process improvements. • Collaborate with application development and database teams to resolve backend issues affecting application functionality. • Provide guidance to users on approved system procedures, application functionality, and troubleshooting steps.

Incident Management & Escalation • Receive, analyze, prioritize, and resolve escalated service requests and technical incidents. • Document and manage support tickets using ServiceNow, Jira Service Management, Remedy, or comparable IT service management platforms. • Categorize and prioritize incidents based on severity, operational impact, and established service level agreements (SLAs). • Monitor ticket queues and ensure incidents are resolved or escalated within required response and resolution timelines. • Coordinate major incident response activities involving application outages, widespread access issues, or degraded system performance. • Provide timely status updates to users, technical teams, and stakeholders. • Conduct root cause analysis for recurring incidents and recommend preventive actions. • Maintain accurate incident records, troubleshooting notes, resolution documentation, and escalation histories. • Support problem management, change management, and continuous service improvement activities.

Application Monitoring & Production Support • Monitor application availability, system health, and reported performance issues. • Review application logs, error messages, and monitoring alerts to assist with technical troubleshooting. • Support investigation of application outages, service interruptions, connectivity problems, and system degradation. • Assist with validation of application functionality following software deployments, patches, and scheduled maintenance activities. • Perform basic connectivity and browser troubleshooting, including DNS, HTTPS, TLS/SSL, certificates, and browser compatibility issues. • Coordinate with DevSecOps engineers, system administrators, and database administrators to resolve infrastructure-related incidents. • Support production incident recovery and verify successful restoration of application functionality. • Identify recurring operational issues and recommend improvements to system reliability and support procedures.

Cybersecurity & Compliance • Provide technical support in accordance with DoD cybersecurity policies and applicable federal security requirements. • Follow established procedures for verifying user identity and authorization before performing account-related actions. • Support secure authentication, access control, and credential management processes. • Protect sensitive information, including Personally Identifiable Information (PII), Controlled Unclassified Information (CUI), and other protected government data. • Identify and escalate suspected security incidents, unauthorized access attempts, and potential misuse of enterprise applications. • Support cybersecurity teams with investigations involving account activity, access issues, and application security events. • Maintain compliance with established information handling, audit logging, and security procedures. • Ensure troubleshooting activities do not compromise system security, data integrity, or operational availability.

Knowledge Management & Customer Support • Develop, maintain, and update knowledge base articles, troubleshooting guides, frequently asked questions, and standard operating procedures. • Document solutions to recurring technical issues to improve support efficiency and reduce incident resolution times. • Provide technical guidance and mentoring to Tier 1 support personnel. • Assist with user training materials, application job aids, and technical support documentation. • Communicate technical concepts and troubleshooting instructions clearly to both technical and nontechnical users. • Identify trends in support requests and recommend improvements to application usability, documentation, and support processes. • Participate in technical meetings, incident reviews, and operational support planning activities. • Maintain professional and responsive customer service while supporting mission-critical government operations.

Required Qualifications • Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technical field. Equivalent relevant experience may be considered. • 3+ years of experience providing Tier 2, Tier 3, enterprise application support, technical help desk support, or related IT support services. • Experience supporting enterprise applications in federal government, DoD, or similarly regulated environments. • Strong experience troubleshooting web-based enterprise applications, authentication issues, and user access problems. • Experience supporting CAC/PIV authentication, PKI certificates, or comparable secure authentication technologies. • Familiarity with user account provisioning, account lockouts, role-based access controls, and permission management. • Experience diagnosing application errors, workflow failures, connectivity issues, and system performance problems. • Experience using IT service management and ticketing systems such as ServiceNow, Remedy, Jira, or comparable platforms. • Knowledge of incident management, problem management, escalation procedures, and SLA requirements. • Understanding of networking fundamentals, including TCP/IP, DNS, HTTPS, TLS/SSL, and browser-based connectivity. • Experience reviewing application logs, interpreting error messages, and documenting technical incidents. • Familiarity with Windows operating systems, web browsers, and enterprise application access technologies. • Understanding of cybersecurity best practices, secure account management, and sensitive information handling. • Strong customer service, analytical, troubleshooting, documentation, and communication skills. • Ability to work effectively with software engineers, system administrators, database administrators, DevSecOps engineers, and cybersecurity professionals.

Preferred Qualifications • Previous experience providing Tier 2 or Tier 3 technical support for mission-critical DoD or federal government enterprise applications. • Experience supporting personnel security, identity management, credentialing, adjudication, or other secure government business processes. • Experience troubleshooting complex application workflows, transaction processing, and record management issues. • Familiarity with government account provisioning procedures, access request documentation, and organizational role hierarchies. • Experience supporting PKI authentication, CAC/PIV registration, certificate troubleshooting, and browser security configurations. • Experience with enterprise application support involving Oracle databases, SQL queries, or backend data troubleshooting. • Familiarity with Red Hat Enterprise Linux (RHEL) and Linux-based application environments. • Experience with application monitoring and logging platforms such as Splunk, ELK Stack, or comparable tools. • Familiarity with REST APIs, web services, and enterprise system integrations. • Experience supporting software releases, application patches, maintenance windows, and post-deployment validation. • Experience with ITIL-based service management processes and major incident coordination. • Familiarity with DoD Risk Management Framework (RMF), NIST SP 800-53, and applicable federal cybersecurity requirements. • Experience developing knowledge base articles, troubleshooting guides, and operational support procedures. • Experience providing technical guidance or mentoring to Tier 1 support personnel. • Experience working in environments requiring strict access controls, auditability, and protection of sensitive government information.

Relevant certifications such as: • CompTIA Security+ • Other relevant IT support or cybersecurity certifications

Security Requirements • Must be a U.S. citizen. • Must possess or be eligible to obtain the security clearance required for the position. • Must meet applicable DoD 8140 cybersecurity workforce qualification requirements. • Must comply with all applicable government security, access control, and information protection requirements.