Tier 1 Desktop Support Agent
Core
Frontline technical support for JOMIS and HCD mobile/web applications and devices within the Military Health System.
Role type
Tier 1 Desktop Support Agent
Builds
Incident resolution for operational medicine workflows
Domain
US Federal Government / Military Health System
Deliverable
client delivery
Required skills
Tier 1 help desk support, mobile device troubleshooting (iOS/Android), web application support, user authentication, ITSM processes (ServiceNow/Remedy), security clearance eligibility
Preferred skills
JOMIS/HCD system knowledge, Military Health environment experience, ServiceNow (MHSSHD) familiarity (via careerplan.io/jobs/79-00B-9A-376-tier-1-desktop-support-agent-at-bdr-solutions-llc)
Technologies
ServiceNow, Remedy, Splunk, iOS, Android
Responsibilities
Serve as initial point of contact via phone/ticketing/chat/email; Provide Tier 1 troubleshooting for mobile apps, web apps, and secure devices; Perform account support (password resets, MFA, CAC); Document interactions in ITSM; Escalate complex incidents; Support operational medicine personnel; Follow cybersecurity guidelines; Assist in testing and validating updates.
Seniority
Mid-level, hands-on IC