Sotera Defense Solutions

Applications Support - Tier 1/2

US-DC-Washington DC
2 months ago
Information Technology
Top Secret



Sotera Defense Solutions is seeking Help Desk Technicians performing Applications Support to be part of a team that provides state-of-the-art IT engineering and services in system administration, network engineering, database administration, cloud architecture, applications monitoring, software and hardware management, customer service desk operations providing as many as three tiers of service, and user training for the Federal Bureau of Investigation.   This position is contingent upon award.


Qualified candidates must possess a Top Secret Clearance with SCI eligibility



The Help Desk Technician (Application Support) will:

  • Provide one-on-one customer support to users of FBI ITADD applications and systems as they are deployed in the ITADD suite
  • Operate the help desk phone system/or and service desk tracking system, answer incoming user calls or requests, log tickets and service requests, review incoming tickets and service requests, research and provide resolution to user problems, escalate tickets and requests to appropriate personnel, as well as monitor and report on service desk performance
  • Provide for ongoing service desk operations and as such shall be required to provide business and project management support to ensure that specified tasks are planned and executed in an efficient and timely manner
  • Advise government personnel on incremental changes that could lead to continuous improvement in service desk delivery and customer satisfaction






 Job Requirements

  • Bachelor's Degree or equivalent with 2-5 years of experience
  • Ability to maintain a Top Secret clearance
  • Must have previous experience in service desk operations with the knowledge required to assist users directly through their initial contact with the service desk
  • Experienced with frequent use and application of technical standards, principles and theories
  • Ability to provide solutions to technical problems of moderate scope/complexity
  • Ability to become proficient in system use and interoperability
  • Ability to evaluate and provide resolution for user tickets independently, documenting resolution in the appropriate ticketing system and communicating directly with users
  • Minimum of 2 years of direct experience performing IT Customer Support









About The Organization

Sotera Defense Solutions, Inc. (Sotera) is an agile, mid-size national security technology company that delivers innovative systems, solutions and services in support of the critical missions of the Intelligence Community, Department of Defense, Department of Homeland Security and federal law enforcement agencies charged with ensuring the safety and security of our nation. Our 1,200 employees are focused on delivering essential counterterrorism, cyber operations, intelligence, data analytics, C4ISR and force mobility solutions to our customers throughout the national security community.


Sotera Defense Solutions is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.


If you require a reasonable accommodation to apply for a position with Sotera through its online applicant system, please contact Sotera’s recruiting team at  


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