Help Desk Analyst III (Tiered-Service Delivery Support) – REMOTE Position Available In Orange, Florida
Tallo's Job Summary: The Help Desk Analyst III (Tiered-Service Delivery Support) REMOTE position offers a competitive salary ranging from $70,000 to $90,000 per year. Responsibilities include providing Tier 1 and Tier 2 support, monitoring service desk queues, and escalating incidents as necessary. The role requires a Bachelor's degree in IT or related field, 4+ years of experience in DoD/Navy help desk environments, and familiarity with Tiered-Service Delivery Models. The hiring company emphasizes technical troubleshooting, communication, and documentation skills, along with the ability to obtain and maintain a Secret clearance.
Job Description
Help Desk Analyst III (Tiered-Service Delivery Support)
- REMOTE
- (3893) Job Title
Help Desk Analyst III (Tiered-Service Delivery Support) - REMOTE
Location
ORLANDO, FL 32826 US
(Primary)
US Job Type
Full-time
Job Description SUMMARY Provide Tier 1 and Tier 2 support under a Tiered-Service Delivery Model (TSDM) for the Rating Career Domain Continuum (RCDC) Task Order under the Navy’s Learning Stack (LS) program. Assist users accessing RCDC systems, tools, and data platforms.
ESSENTIAL DUTIES & RESPONSIBILITIES
Emphasize customer-centric service delivery, technical issue triage, release-related communication support, and contribution to knowledgebase documentation.
Work closely with the Operations Manager, System Administrators, and DevSecOps staff to monitor and escalate service-related incidents, troubleshoot platform issues, and ensure users have reliable access to systems.
Monitor service desk queues, log incidents, and escalate issues per SOPs.
Assist with release-related communications, system status updates, and change notification tracking.
Create and maintain help desk documentation, FAQs, usability guides, and training materials in SharePoint.
Contribute to Monthly Status Reports (MSRs) and metrics reporting related to help desk volume and response time.
Participate in knowledgebase documentation lifecycle by drafting support articles, ticket resolution templates, and service guides.
Track support tickets and user issues in ticketing systems such as Jira Service Management.
Assist with onboarding and account provisioning in coordination with the Information System Security Officer (ISSO).
Coordinate with Cybersecurity and Engineering teams to escalate access and security issues impacting operations.
Maintain continuous awareness of RPOC and PMW 240 operational requirements and SLAs.
Maintain regular and punctual attendance.
Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
None. Job Requirements
MINIMUM QUALIFICATIONS
Bachelor’s degree or equivalent experience in IT, Information Systems, or related field.
Four plus (4+) years of experience supporting DoD/Navy help desk environments.
Familiarity with Tiered-Service Delivery Models and escalation workflows.
Working knowledge of Microsoft Office Suite and SharePoint.
Experience with Jira Service Desk, Confluence, or similar ITSM and documentation tools.
CompTIA Security+ or equivalent CSWF certification.
Ability to obtain/maintain Secret clearance (generally, this requires U.S. Citizenship).
Must obtain and maintain any necessary security access and/or background checks.
DESIRED QUALIFICATIONS & SKILLS
Strong technical troubleshooting, communication, and documentation skills.
Experience supporting Navy programs and platforms.
Experience contributing to contract deliverables such as CDRLs or QASP metrics.
Prior involvement in drafting or maintaining SharePoint knowledgebase.
WORK SCHEDULE
Full-time. May be required to work additional hours as needed to complete assignment or project. TRAVEL The expected travel time is less than 25%.
DRIVING REQUIREMENTS
Must have or be able to attain a valid state driver’s license and be insurable on the company’s automobile insurance policy. Driving, with or without accommodation, may be required when traveling for training and/or short occasional amounts of local driving. The expected driving time is less than 25%.
WORK ENVIRONMENT
Work is expected to be remote; however, the company reserves the right to require onsite work.
PHYSICAL DEMANDS
Position consists of sitting for long periods of time, bending, stooping, crouching, and lifting weights up to 20 pounds. Frequently uses hands/fingers for manipulation of keyboard and mouse. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
COMPENSATION & BENEFITS PACKAGE
Pay range: $70,000 to $90,000 per year.
Eligible Benefits:
Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Paid Time Off (PTO), 11 Paid Federal Holidays, and Leave of Absence.
