Help Desk Support Specialist

ABOUT DEFCON AI

DEFCON AI is a modeling, simulation, and analysis (MS&A) company that provides cutting-edge technology solutions for generating operationally relevant insights for the next generation of logistics and mobility decision making. An AI- driven software incorporating an intelligent agent within a simulation environment — DEFCON is the next driving force in defining how logistics disruptions are handled.

Description

The Help Desk Support Specialist plays a critical role in providing both customer support and technical troubleshooting. This position is responsible for responding to inquiries, diagnosing issues, and offering advanced technical assistance when necessary. The ideal candidate will have a strong technical background, particularly in software and Gov Cloud environments, and will be adept at maintaining and utilizing standardized procedures as outlined in the Runbook. This position is onsite at Scott Air Force Base with the ability to be on-call for weekend shifts. 

Responsibilities 

• Customer Support: Respond to customer inquiries through secure communication channels, delivering timely, accurate, and effective support. 
• Technical Troubleshooting: Diagnose and troubleshoot issues related to software, Gov Cloud, ensuring a high level of customer satisfaction. 
• Runbook Maintenance: Maintain and update the Runbook, ensuring it accurately reflects current procedures, troubleshooting steps, and standardized processes. 
• Documentation: Document all customer interactions thoroughly, and escalate complex issues to the Help Center Manager or Client Engagement when necessary. 
• Knowledge Maintenance: Maintain a deep understanding of the software, Gov Cloud environments, to provide expert-level support. 
• Knowledge Base Updates: Regularly update and enhance the knowledge base with the latest information, solutions to common issues, and best practices. 

Required Qualifications

• Security Clearance, Secret Required, Ability to obtain TS/SCI 
• CompTIA A+: Required for demonstrating basic IT and troubleshooting skills. 
• CompTIA Security+ (Optional): Beneficial for working in environments with heightened security requirements. 

Preferred Qualifications

• Experience in a technical support or help center role, particularly within a government-regulated or secure environment. 
• Familiarity with Gov Cloud environments. 
• Strong problem-solving skills and the ability to work independently or escalate issues as needed. 
• Excellent communication skills, both written and verbal, to effectively assist customers and document interactions. 

Benefits 

• Career track opportunity with potential for rapid advancement with strong performance as the firm grows. 
• 100% employer paid, comprehensive health care including medical, dental, and vision for you and your family.
• Flexible work environment with in-person & remote options.
• Paid maternity and paternity for 14 weeks at employees' normal pay.
• Unlimited PTO, with management approval.
• Opportunities for professional development and continued learning.
• Optional 401K, FSA, and equity incentives available. 

Salary Range: $90,000-$120,000. This represents the typical salary range for this position based on experience, skills, and other factors.

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