Job Summary

VSolvit 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.

Responsibilities

• 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

Qualifications

• 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 VSolvit 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

Company Summary

Join the VSolvit team! Founded in 2006, VSolvit (pronounced "We.Solve.it") is a technology enabled solutions provider that specializes in AI/ML, cybersecurity, cloud computing, geographic information systems (GIS), business intelligence (BI) systems, data warehousing, engineering services, and custom database and application development. VSolvit is an award winning CA MBE, WBE, and CMMI Level 3 certified company. We offer a customizable benefits program that best meets the needs of our employees. Offering may include: medical, dental, and vision insurance; life insurance; long and short-term disability and other insurance products; Health Savings Account; Flexible Spending Account; 401(k) Retirement Plan options; Tuition Reimbursement; and assorted voluntary benefits. Our goal is to grow together and enjoy the work we do as a team.

Security+ or higher certification; 5+ years experience with Case Matter Tracking Systems; U.S. citizenship; ability to obtain DoD Secret clearance; post-employment ethics letter if recently employed by U.S. government.

Key Responsibilities

• providing help desk support
• managing user accounts
• monitoring system health

Skills & Tools

Tomcat, eMASS

Job Details

• Category: Information Technology
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 65,000 – 75,000 / year
• Languages: English

Benefits

• Tuition reimbursement
• Retirement plan

About VSolvit

A technology-enabled solutions provider specializing in AI/ML, cybersecurity, cloud computing, GIS, business intelligence, data warehousing, engineering services, and custom database and application development. — Industry: Information Technology