United States Air Force (USAF) Service Desk Technician

Job overview

The United States Air Force (USAF) Service Desk Technician role is onsite in Linthicum Heights, MD. Compensation is not specified. The technician supports a program serving the United States Air Force and its DC3 users. The technician serves as a point of contact for user support, resolving foundational enterprise service issues and performing assigned Tier 2 troubleshooting. The role also manages ticket ownership and escalations, maintains self-service guidance, and follows approved security and incident-response procedures to support dependable IT services.

What you'll do

• Receive user requests through government-approved channels
• provide Tier 1 support and assigned Tier 2 troubleshooting
• maintain knowledge articles and user instructions
• triage and route incidents and service requests
• retain ownership of escalated tickets through closure and communicate status
• document incidents and resolutions in the approved ticketing system daily by 5 p.m. Eastern Time
• fulfill video and telecommunications requests
• assist with onboarding, training, monitoring, knowledge management, and authorized identity and access activities
• update troubleshooting guides and SOPs
• contribute service desk performance data and reports
• follow security and incident-response procedures and elevate suspected incidents or disruptions.

What we're looking for

Skills & competencies

service desk technician

united states air force

onsite

linthicum heights md

full-time

active ts/sci clearance

tier 1 support

tier 2 troubleshooting

it ticketing

incident management

telecommunications

knowledge articles

security procedures

Work arrangement

• Weekend coverage required

Why this role

Requires an active TS/SCI clearance and a bachelor’s degree in computer science, information technology, or a related field.

About the employer

cFocus Software Incorporated is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.