Help Desk Specialist I — Federal Application Support

Company: Navancio LLC
Location: Remote, U.S.-based
Position Type: Full-time
Expected Hours: 40 hours per week
Schedule: Monday–Friday, with availability during Eastern Time core business hours
Openings: 2
Status: Contingent upon contract award and customer approval
Compensation: $55,000 -$75,000

About the Role

Navancio is seeking two Help Desk Specialist I team members to provide Tier 1 application support for users of a federal case management system. The Help Desk Specialist will receive, document, triage, troubleshoot, and track user-reported issues through resolution while coordinating with government subject matter experts and the technical delivery team.

This role is ideal for customer-focused IT support professionals who are organized, responsive, and comfortable supporting a mission-critical application in a federal environment.

Responsibilities

· Provide Tier 1 help desk and application support for user-reported issues, bugs, defects, and service requests.

· Log, update, categorize, prioritize, and track tickets using tools such as Jira, ServiceNow, or similar systems.

· Troubleshoot user issues, document resolution steps, and escalate unresolved issues through the appropriate support path.

· Coordinate with subject matter experts, business analysts, developers, QA staff, and technical leads to support ticket resolution.

· Maintain accurate ticket notes, status updates, internal references, and follow-up actions through closure.

· Help tag and catalog issues that may require development backlog review, defect remediation, or future enhancements.

· Support user account managers and stakeholders by documenting recurring issues, user needs, and process improvement opportunities.

· Provide clear, professional, and timely communication to users and internal team members.

· Learn the supported application, business processes, escalation model, and federal support requirements.

Required Qualifications

· 1–3 years of experience in IT help desk, application support, customer support, service desk, or technical support.

· Experience using ticketing systems such as ServiceNow, Jira, Zendesk, Freshservice, Remedy, or similar.

· Strong customer service, troubleshooting, documentation, and follow-up skills.

· Ability to communicate clearly with users, technical staff, and leadership.

· Ability to learn complex business applications and follow documented support procedures.

· Ability to work remotely and collaborate with a distributed team during Eastern Time core business hours.

· U.S. citizenship required due to federal contract requirements.

· Ability to complete federal onboarding requirements, which may include background investigation, fingerprinting, and obtaining/maintaining a DoD Common Access Card (CAC), if required.

Preferred Qualifications

· Experience supporting federal, DoD, law enforcement, justice, public safety, or case management applications.

· Experience with Tyler Technologies / Entellitrak or other configurable enterprise applications.

· Experience working with CAC-enabled systems or federal user environments.

· CompTIA A+, Network+, Security+, ITIL Foundation, or similar certification.

· Familiarity with basic SQL, application logs, or defect triage is a plus.

Work Authorization and Federal Requirements

U.S. citizenship is required due to federal contract requirements. Selected candidates may be required to complete federal onboarding requirements, including background investigation, fingerprinting, annual cybersecurity training, a non-disclosure agreement, and obtaining/maintaining a DoD Common Access Card (CAC), as applicable.

Equal Employment Opportunity

Navancio LLC is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, age, or any other status protected by applicable law.

Application Instructions

To apply, please submit your resume and a brief summary of your relevant experience. Include the position title in your application materials.

Pay: $55,000.00 - $75,000.00 per year

License/Certification:

• CompTIA A+, Network+, Security+, or similar certification (Preferred)

Work Location: Remote