Remote Help Desk Specialist

Delaware Nation Investments/Emerging Technologies (DNI/ET) is seeking a highly qualified and motivated After Hours Help Desk Specialist to join our team supporting the Air Force Sustainment Center (AFSC) at Tinker AFB, Hill AFB, Robins AFB, and Wright-Patterson AFB. This position supports after-hours operations for the AFSC Technology Hosting Environment for NextGen Automation (ATHENA) and related enterprise network services. The specialist will serve as a primary point of contact for authorized production-support callers, coordinate response to production outages that have no workaround, and support planned maintenance activities outside core production windows. This role requires strong customer-service skills, technical judgment, clear communication, and the ability to coordinate distributed support teams during after-hours operations.

This role provides support from 5PM-7AM in a remote capacity.

Responsibilities:

• Serve as an after-hours point of contact for authorized callers supporting ATHENA production operations

• Receive, document, and triage support calls involving production outages, service interruptions, and planned maintenance activities
• Gather accurate information about the affected site, system, service, business impact, and actions already taken
• Provide initial help desk troubleshooting using approved procedures, standard operating procedures, knowledge articles, and escalation paths
• Support response to production outages involving work stoppage where no workaround is available
• Coordinate with authorized supervisors of engineers supporting production and with program leadership as required
• Call back contract personnel and site technicians to coordinate on-site support at Tinker AFB, Robins AFB, or Hill AFB
• Facilitate communication between remote support personnel, system administrators, network personnel, engineers, and on-site technicians
• Escalate incidents requiring specialized network, system administration, cybersecurity, or field support
• Track incidents through resolution or handoff and maintain accurate status updates and shift-transition information
• Support planned outages, infrastructure updates, and approved maintenance scheduled outside core production hours
• Maintain clear records of calls, incidents, outages, escalations, maintenance activities, and final resolutions
• Communicate incident status, risks, actions, and next steps clearly to customers, technical teams, and leadership
• Follow approved security, access-control, cybersecurity, configuration-management, and change-management procedures
• Protect government information, systems, equipment, credentials, and access details from unauthorized disclosure or use
• Work closely with engineering, cybersecurity, operations, and leadership teams to support AFSC mission objectives

• Experience in a help desk, service desk, network operations center, technical support, or IT operations environment
• Working knowledge of incident intake, ticket documentation, troubleshooting, escalation, and service-restoration practices
• Ability to gather accurate technical and operational information from callers and translate it into clear incident records
• Ability to follow technical procedures and standard operating procedures while exercising sound judgment during outages
• Strong verbal and written communication skills, including the ability to provide concise status updates during high-impact events
• Ability to work independently during after-hours coverage and coordinate effectively with distributed technical teams
• Ability to work evenings, nights, weekends, holidays, or on-call/callback assignments based on program needs
• Ability to support operations serving Tinker AFB, Robins AFB, and Hill AFB, with work location determined by program requirements
• Active Secret clearance or the ability to obtain an interim-Secret clearance and required government access
• Ability to read, write, speak, and understand English and communicate problem resolutions effectively
• Ability to comply with applicable Department of Defense, Air Force, installation, safety, security, and operating instructions

Preferred Requirements:

• Prior experience supporting Air Force, Department of Defense (DoD), federal, or other regulated programs
• Experience supporting enterprise networks, servers, cloud services, industrial or operational technology, or production systems
• Familiarity with ServiceNow or another ticketing platform, including incident tracking, escalation, dashboards, or configuration records
• CompTIA Security+
• Experience coordinating field technicians or infra