Innovatus Technology Consulting · 17 hours ago
Help Desk Technician
United States
Full-time
Remote
Entry, Mid Level
1+ years expInnovatus Technology Consulting is a Service-Disabled Veteran-Owned Small Business headquartered in San Diego, California, specializing in secure IT solutions for government and defense clients. They are seeking a Remote Help Desk Technician to provide Tier 1/Tier 2 support for SLDCADA users, focusing on system health monitoring, customer inquiries, and ensuring uninterrupted service for the time and attendance application.
ConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Monitor and respond to the shared functional SLDCADA support inbox, serving as the primary point of contact for customer inquiries and issues
Enter work orders/tickets and communicate directly with SLDCADA customers (DoN personnel, civilians, military, contractors) to troubleshoot questions, resolve issues, and provide guidance
Participate in an on-call rotation to provide after-hours support for mission-essential SLDCADA operations and incidents
Learn and monitor all SLDCADA batch processes that run daily in Control-M; investigate job failures, warnings, and anomalies, then determine and execute next steps for resolution or escalation
Proactively monitor the SLDCADA website and application interfaces to detect and report any outages, performance degradations, or availability issues
Monitor and log weekly Time and Attendance file sends; verify successful receipt and processing, documenting any failures for follow-up and resolution
Create and record virtual training sessions on the SLDCADA website/system for customers, covering key functionalities such as timecard entry, certification, leave requests, and reporting
Diagnose and resolve a range of technical issues related to SLDCADA access, functionality, timecard processing, reporting, and integration with DoD networks
Document all support interactions, resolutions, batch monitoring activities, and training materials in the ticketing system (e.g., ServiceNow or equivalent) accurately and promptly
Assist with user onboarding/offboarding, account management, password resets, and basic security guidance in compliance with DoD policies
Support remote access solutions and adhere to strict security protocols for handling Controlled Unclassified Information (CUI) and classified data
Contribute to knowledge base articles, process documentation, and continuous improvement initiatives for SLDCADA support
Qualification
Required
Active Secret security clearance
1–3+ years of experience in help desk, IT support, or application support roles, preferably in a government, DoD, or Navy environment
Strong troubleshooting skills with Windows operating systems, Microsoft Office 365, Active Directory, web-based applications, and enterprise systems
Experience with ticketing systems (e.g., ServiceNow, Remedy) and remote support tools
Excellent verbal and written communication skills with a strong customer-service focus
Ability to work independently in a remote environment while collaborating with distributed teams
High school diploma or equivalent; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred
CompTIA A+, Security+, or equivalent certification (or ability to obtain within 6 months)
Preferred
Prior experience supporting SLDCADA or similar DoN time and attendance/labor distribution systems
Familiarity with Control-M batch scheduling and monitoring tools
Experience in DoD/federal environments, including knowledge of timekeeping processes, labor distribution, or financial feeder systems
Understanding of DoD security policies (e.g., RMF, STIGs) and handling sensitive personnel data
Experience creating training content, recording virtual sessions, or developing user guides
ITIL foundation knowledge or experience with service management frameworks
Additional certifications such as Microsoft Certified: Modern Desktop Administrator
Benefits
Health
Dental
Vision
401(k) with company match
Paid time off
Professional development opportunities
Company
Innovatus Technology Consulting
Innovatus Technology Consulting is a consulting services firm that offers innovative solutions to government and commercial clients.
11-50 employees
Funding
Current Stage
Early StageRecent News
Washington Technology
2025-07-01
Company data provided by crunchbase