Job Description
Job Description
Title: Helpdesk & Mobilization SME
Clearance Required: Secret
Location: On-Site, Pentagon.
Position Type: Full-Time
Company: VivSoft Technologies
About the company:
VivSoft is an emerging technology company that specializes in using modern technologies to solve our clients' toughest mission challenges. We are focused on Cloud, Enterprise DevSecOps, Artificial Intelligence, and Digital Customer Experience to drive mission-enabling digital transformation. Our passion is building mission-focused, open, scalable solutions. We are a diverse team of strategists, engineers, designers, and creators experienced in building high-performance software and AI factory accelerators by embracing automation. ****
Job Summary
VivSoft is seeking a customer-focused and detail-oriented Help-Desk & Mobilization SME to support the Air Force program. This role is critical in delivering Tier 1 support services, guiding users through mobilization workflows, and ensuring accurate adherence to Air Reserve Component (ARC) policies. The ideal candidate possesses both strong technical troubleshooting skills and in-depth knowledge of mobilization systems such as DAFMMS and ARCORT.
Key Responsibilities
- Provide Tier 1 user support by resolving incidents, addressing service requests, and escalating issues as needed.
- Administer and lead user-training sessions on system functionality and mobilization workflows.
- Deliver expert-level support and authoritative guidance on ARC mobilization policies and systems.
- Ensure technical and functional accuracy in support of systems such as DAFMMS and ARCORT.
- Maintain detailed records of support tickets, resolutions, and recurring issues to identify trends.
- Collaborate with application engineers, program managers, and cybersecurity personnel to improve system usability and user experience.
- Contribute to knowledge base content creation and regular system training updates.
- Support seamless onboarding of new users and units with minimal disruption.
Skills and Qualifications
- Demonstrated experience in help desk or technical support, preferably in a DoD or federal environment.
- Deep familiarity with ARC mobilization processes and systems, including DAFMMS and ARCORT.
- Strong communication and interpersonal skills to guide users and provide training effectively.
- Ability to triage technical issues efficiently and work collaboratively across teams.
- Working knowledge of IT service management (ITSM) tools and ticketing systems.
Benefits:
- Comprehensive Medical, Dental, and Visions Plans (Healthcare benefits are 100% employer-paid for employees only)
- Life Insurance
- Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
- 401K Retirement Plan with employer match
- Professional Development Training Reimbursement