Digitial Support Specialist

DIGITIAL SUPPORT SPECIALIST

DEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by our clients' critical missions and driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.

POSITION OVERVIEW

A proactive and user-focused Digital Support Specialist with experience onboarding users, managing permissions, and providing first-line support across digital applications. Skilled in troubleshooting issues via email, phone, and ticketing systems, and escalating technical problems to appropriate product or development teams. Maintains clear and accurate user documentation and knowledge entries in IKM tools to ensure accessibility of support resources and lessons learned. Monitors application performance and availability, identifies bugs or recurring issues, and contributes user feedback to drive continuous improvement. Capable of delivering onboarding sessions, creating user guides, and promoting cybersecurity awareness to safeguard systems and data. Adaptable and responsive to evolving support needs, including tasks assigned by leadership or support coordination roles.

JOB RESPONSIBILITIES:

• Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.
• Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.
• Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.
• Identify, document, and escalate bugs or recurring issues to the respective product team.
• Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.
• Monitor application performance and availability using existing tools, escalating incidents as necessary.
• Identify potential improvements to applications and provide user feedback to product and development teams.
• Deliver short training sessions, user guides, and onboarding material to support end users.
• Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents.
• Perform additional tasks as required by the COTR related to application support.

REQUIRED QUALIFICATIONS:

• Two years of vocational training in IT, computer-related sciences, or related disciplines.
• A minimum of 3 years (within the last 6) providing helpdesk or end-user support, including account creation, troubleshooting, and user onboarding.
• Experience with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).
• Familiarity with Agile/DevSecOps practices and collaboration tools (e.g., Jira, Confluence, GitLab).
• Experience documenting solutions, FAQs, troubleshooting guides, and maintaining knowledge management entries (e.g., Confluence, IKM tools).
• Knowledge of data security principles and best practices relevant to end-user support.
• Experience with application monitoring and incident management (e.g., Nagios, Prometheus, Splunk, Grafana).
• Strong communication skills, with experience training or onboarding users and producing user-friendly documentation.
• Proven ability to work collaboratively in cross-functional and interdisciplinary teams (support, development, product).
• Fluent in English (Written and Oral).
• Proficiency in the use of the Microsoft Office tool suite and collaborative software.

DEFTEC offers a comprehensive whole-life benefits package that includes medical, dental, vision, holiday, paid time off, 401K with a match, life insurance, short/long-term disability, and educational reimbursement. The DEFTEC team comprises professionals who make a difference daily in crucial national security missions. Our leadership knows that this happens by employing a diverse team that is well cared for. Our top priority is our employees, making DEFTEC an ideal workplace.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Please get in touch with HR@deftec.com if you require reasonable accommodations.

DEFTEC is a Drug-Free Workplace where post-offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in our policies.

DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type based on actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law. This policy applies to all terms of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, training, compensation, benefits, employee activities, and general treatment during employment.

Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.