Service Desk Technician (On Site - REF1861S)

Overview:

The Service Desk Technician provides Tier 0–2 support and application development for USSF Enterprise Information Services (EIS) users across NIPRNet and SIPRNet environments. The role supports approximately 31,000 end-users worldwide, delivering service desk operations, SharePoint administration, and solutions development aligned to mission requirements. Responsibilities include user support for SharePoint (NIPRNet/SIPRNet), ETMS2/TMT, and collaboration tools; triaging and escalating Power Platform issues; managing network account setup (DD Form 2875, SIPR token requests, and provisioning/deprovisioning); and developing tailored solutions to improve workflows and end-user experience.

Primary Duty Responsibilities:

• Lead day-to-day service desk operations for USSF personnel worldwide, ensuring Tier 0–2 resolution and timely escalation to Tier 3 support.
• Troubleshoot and resolve SharePoint issues, including permissions, lists, libraries, views, versions, governance compliance, and broken web parts.
• Provide first-level triage for Power Apps and Power Automate items (ownership, connections, runs, errors), escalating complex issues to developers as required.
• Develop and maintain custom SharePoint applications, workflows, and low-code/no-code solutions to support mission needs.
• Document and track all service requests and incidents using the designated SharePoint-based trouble ticket tracker.
• Manage account provisioning and de-provisioning processes, including NIPRNet/SIPRNet accounts, CAC renewals, and SIPR token issuance.
• Provide guidance and support to Content Managers and Site Owners, ensuring compliance with governance standards and Section 508 accessibility requirements.
• Deliver end-user training and knowledge transfer to promote effective system usage across military and civilian stakeholders.
• Ensure all incidents, requests, and resolutions are communicated clearly and promptly to customers and leadership.

Skills:

• Leadership of Tier 0–2 support operations, with expertise in escalation management and incident resolution.
• Application development, solutions design, and workflow automation to deliver tailored, user-focused outcomes.
• Strong customer service and communication skills for engaging with military and civilian personnel at all levels.
• Ability to explain technical issues clearly to non-technical audiences and provide user-focused training.
• Proven collaboration skills to work with Content Managers, Site Owners, and stakeholders across USSF.