Help Desk Support Specialist - Journeyman

Description

Help Desk Support Specialist - Journeyman 

Primary Location: Quantico, VA

Clearance: Active DoD Secret

**(Shifts: 0730 - 1600 or 1130-0800)**

Job Summary

We are seeking a Help Desk Support Specialist – Journeyman to provide responsive and professional technical support for GCSS-MC users. This role focuses on resolving access, performance, and system issues while maintaining compliance with service level standards and audit requirements. The ideal candidate will bring strong troubleshooting skills, customer service orientation, and experience supporting secure, mission-critical systems in a high-volume enterprise environment.

Specific Responsibilities

• Respond to and resolve end-user technical support requests related to system access, performance, and functionality
• Use established procedures and knowledge bases to troubleshoot and resolve incidents or escalate to Tier 2/3 as needed
• Document all support interactions in the ticketing system and ensure timely resolution in accordance with SLAs
• Support onboarding activities such as account setup, password resets, and user profile configuration
• Collaborate with GOC, interface, and audit teams to ensure accurate issue tracking and resolution
• Provide guidance to users on best practices and preventive measures to reduce recurring issues

Requirements

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 4–6 years of experience in IT service desk or technical support roles
• Experience responding to end-user requests via phone, email, or ticketing systems in a high-volume, enterprise environment
• Proficiency in troubleshooting and resolving issues related to user access, system performance, software, and hardware
• Familiarity with ITIL-based service management processes and tools (e.g., Remedy, ServiceNow)
• Ability to document, track, and resolve incidents in accordance with service level agreements (SLAs)
• Strong communication and customer service skills with the ability to explain technical issues to non-technical users
• Active DoD Secret Clearance
• Experience supporting Department of Defense (DoD) systems or working in a secure federal environment
• Familiarity with GCSS-MC or other Oracle-based ERP systems
• Understanding of audit compliance requirements and documentation standards
• Experience supporting Tier 1 and Tier 2 operations in a 24/7/365 environment
• Knowledge of Active Directory, user provisioning, and account management
• Exposure to interface troubleshooting and data integrity support

Physical Requirements and Work Environment

• Must be able to work in a secure federal environment
• Standard office environment with computer workstation
• Ability to workday shift hours (0730 - 1600)
• Ability to work on-site at Quantico, VA location

Travel

• Minimal travel required

Company Description

Obsidian Solutions Group LLC (OSG) is a fast-growing professional services firm based in Fredericksburg, VA. We create value for our customers by delivering technology-enabled & mission-oriented technical solutions that solve complex problems, protecting people, information, and assets. Our core capabilities are in providing Enterprise IT, Intelligence Analysis, Production & Development and Knowledge-Based Professional Services Solutions that enable the customer's mission. Obsidian Solutions Group LLC is a certified 8(a), service-disabled, veteran-owned small business.

A career at Obsidian Solutions Group means you are able to put your expertise, credentials, and talents to great use working with customers in the DOD and Intelligence Community, while enjoying the excitement of working in a fast-growing organization committed to making a difference for our customers and in our community. Contribute independently and collaboratively alongside our amazing team of doers and thinkers. Obsidian Solutions Group is small enough to offer a family atmosphere yet large enough to deliver a highly competitive compensation package. We hire and retain the best in the industry, offering exceptional benefits that protect the well-being of our employees, their spouses and domestic partners, and their families.

Our corporate philosophy is centered on hiring and retaining employees with the requisite skills, professional experience, personal commitment, and ethical standards necessary to foster a culture of operational excellence necessary to surpass our customer's expectations.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Obsidian Solutions Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, protected veteran status, and any other non-merit factor, or any other characteristic protected by law.