is seeking a User Support Specialist / Help Desk Support to provide support specifically dedicated to the requirements of the project team and Office of Legal Policy and Program Development (CG-LPD). This position provides support within the help desk environment and leading resolution efforts for complex IT issues. The User Support Specialist / Help Desk Support role requires advanced technical knowledge across multiple platforms, proactive system monitoring, and coordination with engineering teams to resolve persistent or systemic issues. This position also assists with help desk process improvement and reporting.

As with any position, additional expectations exist. Some of these include, but are not limited to, adhering to normal working hours, meeting deadlines, following company policies as outlined by the Employee Handbook, communicating regularly with assigned supervisor(s), staying focused on the assigned tasks, and completing other tasks as assigned.

• Provide Tier II Help Desk support for the Office of Policy and Program Development (CG-LPD)
• Perform systems administration and patch management for Tomcat-based servers supporting a case management application used by U.S. Coast Guard law enforcement units
• Monitor system and application health and activity to identify issues and support operational continuity.
• Create and manage user accounts, granting and troubleshooting access for approximately 2,000 personnel across supported units.
• Pull and generate reports from the application's database to support user and leadership requests.
• Maintain hundreds of security artifacts and controls, remediating findings where possible and developing Plans of Action & Milestones (POA&Ms) to track and resolve those that cannot be immediately fixed, keeping systems within eMASS compliance timelines.
• Respond to service desk tickets and user requests for technical assistance across hardware, software, and network issues
• Document troubleshooting steps, resolutions, and system configurations in support documentation and ticketing systems
• Provide user account administration: creation, updates, disabling, and password resets

• Security Plus (or higher) certification
• 5+ years of experience with Case Matter Tracking Systems.
• U.S. Citizenship
• Ability to obtain and maintain a DoD Secret clearance
• If applicable: If you are or have been recently employed by the U.S. government, a post-employment ethics letter will be required if employment with is offered

Preferred Qualifications:

• Experience working with the military and/or government
• Excellent written and verbal communication skills
• Strong organizational and planning skills
• Excellent time management skills and ability to multitask and prioritize work
• Attention to detail and problem-solving skills