DescriptionRole Overview:The Tier 1 Desktop Support Agent provides frontline technical support for JOMIS customers across the Military Health System (MHS). This role focuses on resolving end-user issues related to operational medicine applications, including Health Care Delivery (HCD) mobile and web-based systems, supporting hosting platforms, and mobile devices used in deployed and clinical environments. The agent ensures timely and accurate incident resolution, contributes to customer readiness, and supports mission-critical operational medicine workflows.
Responsibilities:- Serve as the initial point of contact for JOMIS and HCD application users via phone, ticketing system, chat, and email through the DHA Global Service Center.
- Provide Tier 1 troubleshooting for deployed and fixed-facility users experiencing issues with: Mobile applications supporting HCD workflows; Web applications hosted on government-managed platforms; Secure mobile devices, tablets, and ruggedized field devices; Hosting platforms, connectivity, and authentication services.
- Perform account support tasks including password resets, access validation, multi-factor authentication support, CAC troubleshooting, and basic provisioning actions.
- Document all interactions, troubleshooting steps, and resolutions in the ITSM system (e.g., Remedy, ServiceNow) according to GSC standards.
- Escalate unresolved or complex incidents to Tier 2/Tier 3 teams, ensuring accurate categorization and detailed technical notes.
- Support operational medicine personnel, including providers and deployed medical teams, ensuring minimal disruption to mission activities.
- Follow established SOPs, knowledge articles, and cybersecurity guidelines for JOMIS and HCD program-of-record systems.
- Assist in testing, validating, and documenting user issues related to application updates, mobile device configurations, and hosting platform changes.
- Contribute to continuous improvement by submitting knowledge article updates, recurring issue insights, and user experience feedback.
- Maintain awareness of JOMIS system schedules, releases, outages, and operational posture changes.
Skills:- Experience providing Tier 1 or help desk technical support in an enterprise or DoD environment.
- Familiarity with mobile device troubleshooting (iOS, Android) and web application support.
- Understanding of basic networking, user authentication, and device connectivity principles.
- Ability to follow structured ITSM processes within an incident management system (ServiceNow, Remedy, or equivalent).
- Strong communication, documentation, and customer-service skills.
- Knowledge of JOMIS applications, HCD mobile/web systems, or Deployed Operational Medicine solutions.
Required Minimum Qualifications:- Must be a US Citizen
- Active Public Trust T3 Clearance or ability to obtain one
- Primary work locations in San Antonio, TX and Falls Church, VA
- 6+ years enterprise coordinating advanced technical project schedules
- Bachelor's degree in an IT or math related field or equivalent experience
- Current active IAT II certification (Security+) with related Computing Environment (CE) Splunk certifications to comply with DoD 8570 and DoD 8140.03 requirements
- ITIL4/5 Foundations Certification (preferred)
- Experience working within Military Health and Operational Medicine environments (preferred)
- Familiarity with ServiceNow (MHSSHD) ITSM ticketing system (preferred)
In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.
The compensation range for this position is $75,000 - $90,000. Compensation decisions depend on a wide range of factors, including but not limited to location, skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
