Desktop Support Agent

BDR Solutions LLC

. 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 .

Posted 10/7/2026full-timeUnited StatesMid-LevelSenior💰 $75,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Tier 1 technical support for mobile and web applications, with a strong focus on user authentication, device connectivity, and ITSM processes. Proficient in documenting interactions and troubleshooting steps while adhering to cybersecurity guidelines and operational protocols.

Highest-signal resume keywords

Tier 1 Technical SupportMobile Device TroubleshootingITSM Processes (ServiceNow, Remedy)Active Public Trust T3 ClearanceIAT II Certification (Security+)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingUser AuthenticationDevice ConnectivityPassword ResetsMulti-Factor Authentication SupportBasic NetworkingApplication SupportDocumenting InteractionsIncident ManagementKnowledge Article Updates

Soft Skills

Strong CommunicationCustomer-Service SkillsDocumentation Skills

Tools & Technologies

ServiceNowRemedyJOMIS ApplicationsHCD Mobile/Web SystemsCybersecurity Guidelines

Certifications & Qualifications

IAT II Certification (Security+)Computing Environment (CE) Splunk Certifications

Industry Keywords

DoD EnvironmentOperational MedicineMilitary HealthEnterprise Technical SupportSOPs

Tech Stack

Tools & technologies

AndroidCyber SecurityiOSITSMServiceNowSplunk

About the role

Key responsibilities & impact

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 mobile and web applications, secure mobile devices, hosting platforms, connectivity, and authentication services
Perform password resets, access validation, multi-factor authentication support, CAC troubleshooting, and basic provisioning
Document interactions, troubleshooting steps, and resolutions in an ITSM system such as Remedy or ServiceNow
Escalate unresolved or complex incidents to Tier 2/Tier 3 teams with accurate categorization and detailed technical notes
Support operational medicine personnel, providers, and deployed medical teams
Follow SOPs, knowledge articles, and cybersecurity guidelines for JOMIS and HCD systems
Assist with testing, validating, and documenting issues related to application updates, mobile device configurations, and hosting platform changes
Submit knowledge article updates, recurring issue insights, and user experience feedback
Maintain awareness of JOMIS schedules, releases, outages, and operational posture changes

Requirements

What you’ll need

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
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
Experience working within Military Health and Operational Medicine environments (preferred)
Familiarity with ServiceNow (MHSSHD) ITSM ticketing system (preferred)
U.S. Citizenship is required
Must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance
May be subject to background investigation, criminal history, employment and education verification, drug testing, and creditworthiness review

Benefits

Comp & perks

Military Veterans are highly encouraged to apply
Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation