Provide customer support for SDDC web portals, SharePoint sites, collaboration tools, and related web-based applications
Receive, log, track, update, route, and close web support tickets in the Government-provided ticketing system
Assist users with site access, permissions, navigation, content issues, forms, workflows, and collaboration features
Provide initial troubleshooting for web portal, SharePoint, and browser-related issues
Coordinate escalations with senior web developers, system administrators, database administrators, cybersecurity staff, and Government leads
Maintain knowledge base entries, SOPs, and troubleshooting guides for recurring web support issues
Support user training, communications, and adoption of SDDC web/collaboration tools
Assist with testing, deployment, and validation of web changes or fixes
Support documentation needed for cybersecurity, access control, and operational continuity
Provide courteous, mission-focused support to SDDC users

Clearance Requirement: Must hold an active Secret clearance
Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access
Education: Associate degree in Information Technology, Computer Science, Business Systems, Web Technology, or related discipline preferred
Experience: Minimum 5 years of help desk, web support, SharePoint support, or customer support experience
Experience supporting web portals, SharePoint, Microsoft 365, collaboration tools, permissions, and user access issues
Experience supporting DoD or federal users preferred
Experience with AESD, Remedy, ServiceNow, or equivalent ticketing tools preferred
Technical Knowledge: Knowledge of web support processes, incident management, permissions, content management, and user troubleshooting
Familiarity with SharePoint site support, Microsoft 365 tools, browser troubleshooting, and basic web technologies
Understanding of secure DoD IT support practices, CAC access, and user access controls
Certifications (Preferred): DoD 8140 / 8570 certification as required by final labor category mapping. CompTIA Security+, A+, ITIL Foundation, Microsoft 365, SharePoint, or HDI certification preferred
Skills: Strong customer service and communication skills.
Ability to translate user issues into actionable technical tickets
Strong documentation and follow-through
Ability to coordinate across service desk, web development, systems, database, and cybersecurity teams

Help Desk, Intermediate Support

Key skills