Tier 1 Desktop Support Agent

About us:

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments.

(Military Veterans are highly encouraged to apply)

Role Overview:

The Tier 1 Desktop Support Agent provides frontline technical support for JOMIS customers across the Military Health System (MHS). This role focuses on resolving end-user issues related to operational medicine applications, including Health Care Delivery (HCD) mobile and web-based systems, supporting hosting platforms, and mobile devices used in deployed and clinical environments. The agent ensures timely and accurate incident resolution, contributes to customer readiness, and supports mission-critical operational medicine workflows.

Responsibilities:

• Serve as the initial point of contact for JOMIS and HCD application users via phone, ticketing system, chat, and email through the DHA Global Service Center. 
• Provide Tier 1 troubleshooting for deployed and fixed-facility users experiencing issues with: Mobile applications supporting HCD workflows; Web applications hosted on government-managed platforms; Secure mobile devices, tablets, and ruggedized field devices; Hosting platforms, connectivity, and authentication services. 
• Perform account support tasks including password resets, access validation, multi-factor authentication support, CAC troubleshooting, and basic provisioning actions. 
• Document all interactions, troubleshooting steps, and resolutions in the ITSM system (e.g., Remedy, ServiceNow) according to GSC standards. 
• Escalate unresolved or complex incidents to Tier 2/Tier 3 teams, ensuring accurate categorization and detailed technical notes. 
• Support operational medicine personnel, including providers and deployed medical teams, ensuring minimal disruption to mission activities. 
• Follow established SOPs, knowledge articles, and cybersecurity guidelines for JOMIS and HCD program-of-record systems. 
• Assist in testing, validating, and documenting user issues related to application updates, mobile device configurations, and hosting platform changes. 
• Contribute to continuous improvement by submitting knowledge article updates, recurring issue insights, and user experience feedback. 
• Maintain awareness of JOMIS system schedules, releases, outages, and operational posture changes.

Skills: 

• Experience providing Tier 1 or help desk technical support in an enterprise or DoD environment. 
• Familiarity with mobile device troubleshooting (iOS, Android) and web application support. 
• Understanding of basic networking, user authentication, and device connectivity principles. 
• Ability to follow structured ITSM processes within an incident management system (ServiceNow, Remedy, or equivalent). 
• Strong communication, documentation, and customer-service skills. 
• Knowledge of JOMIS applications, HCD mobile/web systems, or Deployed Operational Medicine solutions. 

Required Minimum Qualifications:

• Must be a US Citizen 
• Active Public Trust T3 Clearance or ability to obtain one 
• Primary work locations in San Antonio, TX and Falls Church, VA 
• 6+ years enterprise coordinating advanced technical project schedules 
• Bachelor’s degree in an IT or math related field or equivalent experience 
• Current active IAT II certification (Security+) with related Computing Environment (CE) Splunk certifications to comply with DoD 8570 and DoD 8140.03 requirements 
• ITIL4/5 Foundations Certification (preferred) 
• Experience working within Military Health and Operational Medicine environments (preferred) 
• Familiarity with ServiceNow (MHSSHD) ITSM ticketing system (preferred) 

In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

The compensation range for this position is $75,000 - $90,000. Compensation decisions depend on a wide range of factors, including but not limited to location, skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

BDR Solutions is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Requirements