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Help Desk Specialist – Application Support

Arch Systems, LLCUnited States🇺🇸United StatesPosted Oct 23, 2026

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationUnited States
Posted21 hours ago
WorkdaySAMLSSOAccount ManagementHelp DeskPKIServiceNowTechnical SupportTicketing SystemsJiraLinuxITIL

Job description

Role: Help Desk Specialist – Application Support
Position Type: Full-Time
Experience: 5+ Years
Work Environment: US Federal Government
Work Schedule: Monday–Friday, 8 hours per day
Position Summary
Arch Systems is seeking a Help Desk Specialist to provide technical support, user account administration, and incident management for the Mission Control application platforms. The ideal candidate will have hands-on experience supporting enterprise applications, troubleshooting user access issues, managing support tickets, and providing timely customer assistance.
Key Responsibilities
  • Provide day-to-day help desk and application support for  Mission Control platforms.
  • Create, modify, maintain, and delete user accounts and manage application access requests.
  • Troubleshoot login failures, authentication issues, shared-login functionality, and application errors.
  • Respond to user access requests within 24 hours and support completion within 72 hours during high-volume periods, as specified in the PWS.
  • Prioritize critical incidents and designated priority tickets before routine requests.
  • Resolve customer issues over the phone whenever possible and escalate complex problems to technical teams.
  • Manage and track incidents and service requests using Jira or other approved ticketing systems.
  • Maintain and support enhancements to the User Management Tool.
  • Document troubleshooting activities, resolutions, and customer communications.
  • Prepare monthly help desk reports covering ticket volumes, resolutions, response times, and user access metrics.
  • Follow security policies, access control procedures, and data protection requirements.
Help Desk Coverage Expectations
  • Provide 8 hours of help desk coverage daily, Monday through Friday, including mandatory core hours.
  • Remain available and responsive to user calls, incidents, and service requests throughout assigned working hours.
  • Give immediate attention to critical system access issues and designated priority tasks.
  • Complete priority tasks before proceeding with routine support activities.
  • Meet the 24-hour user access response requirement, with requests received at the end of the workweek completed on the first workday of the following week.
  • Support completion of user requests within 72 hours during high-volume periods.
  • Coordinate with IRS personnel and technical teams to ensure continuity of support and timely incident resolution.
Required Qualifications
  • 5+ years of experience in IT Help Desk, Application Support, or Technical Support.
  • Experience supporting enterprise web-based applications and troubleshooting end-user issues.
  • Hands-on experience with user provisioning, account management, and access permissions.
  • Experience with Jira, ServiceNow, or similar ticketing systems.
  • Knowledge of authentication, shared-login, and application access troubleshooting.
  • Strong communication, problem-solving, documentation, and customer service skills.
  • Ability to independently prioritize and resolve technical issues within established service requirements.
Preferred Qualifications
  • Previous experience supporting IRS or other Federal Government applications.
  • Familiarity with SSO, SAML, PKI, or enterprise authentication systems.
  • Experience with ITIL-based incident and service request management.
  • Familiarity with application support in Linux-based environments.
  • Existing IRS suitability or ability to obtain required IRS personnel security approval.

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