Help Desk Specialist (After Hours) - 303631

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
Requirements
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 infrastructure teams across multiple locations
Familiarity with change windows, outage bridges, shift handoffs, cybersecurity operations, or enterprise IT support environments
Active secret security clearance (or the ability to obtain one)
AAP/EEO Statement:
DNI complies with all federal, state and local laws designed to protect employees and job applicants from discrimination based on race, religion, color, sex, parental status, national origin, age, disability, genetic information, military service, or other non-merit-based factors.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Benefits
Benefits Include:
Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
Matching 401K
Short- and Long-Term Disability
Pet Insurance
Professional Development/Education Reimbursement
Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Work arrangement
No