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Remote Help Desk Specialist (After Hours) - 303631

October 19, 2026

Description

Delaware Nation Investments/Emerging Technologies (DNI/ET) is seeking a highly qualified and motivated After Hours Help Desk Specialist to join our team supporting the Air Force Sustainment Center (AFSC) at Tinker AFB, Hill AFB, Robins AFB, and Wright-Patterson AFB. This position supports after-hours operations for the AFSC Technology Hosting Environment for NextGen Automation (ATHENA) and related enterprise network services. The specialist will serve as a primary point of contact for authorized production-support callers, coordinate response to production outages that have no workaround, and support planned maintenance activities outside core production windows. This role requires strong customer-service skills, technical judgment, clear communication, and the ability to coordinate distributed support teams during after-hours operations.

This role provides support from 5PM-7AM in a remote capacity.

Responsibilities:

Serve as an after-hours point of contact for authorized callers supporting ATHENA production operations
Receive, document, and triage support calls involving production outages, service interruptions, and planned maintenance activities
Gather accurate information about the affected site, system, service, business impact, and actions already taken
Provide initial help desk troubleshooting using approved procedures, standard operating procedures, knowledge articles, and escalation paths
Support response to production outages involving work stoppage where no workaround is available
Coordinate with authorized supervisors of engineers supporting production and with program leadership as required
Call back contract personnel and site technicians to coordinate on-site support at Tinker AFB, Robins AFB, or Hill AFB
Facilitate communication between remote support personnel, system administrators, network personnel, engineers, and on-site technicians
Escalate incidents requiring specialized network, system administration, cybersecurity, or field support
Track incidents through resolution or handoff and maintain accurate status updates and shift-transition information
Support planned outages, infrastructure updates, and approved maintenance scheduled outside core production hours
Maintain clear records of calls, incidents, outages, escalations, maintenance activities, and final resolutions
Communicate incident status, risks, actions, and next steps clearly to customers, technical teams, and leadership
Follow approved security, access-control, cybersecurity, configuration-management, and change-management procedures
Protect government information, systems, equipment, credentials, and access details from unauthorized disclosure or use
Work closely with engineering, cybersecurity, operations, and leadership teams to support AFSC mission objectives

Requirements

Experience in a help desk, service desk, network operations center, technical support, or IT operations environment
Working knowledge of incident intake, ticket documentation, troubleshooting, escalation, and service-restoration practices
Ability to gather accurate technical and operational information from callers and translate it into clear incident records
Ability to follow technical procedures and standard operating procedures while exercising sound judgment during outages
Strong verbal and written communication skills, including the ability to provide concise status updates during high-impact events
Ability to work independently during after-hours coverage and coordinate effectively with distributed technical teams
Ability to work evenings, nights, weekends, holidays, or on-call/callback assignments based on program needs
Ability to support operations serving Tinker AFB, Robins AFB, and Hill AFB, with work location determined by program requirements
Active Secret clearance or the ability to obtain an interim-Secret clearance and required government access
Ability to read, write, speak, and understand English and communicate problem resolutions effectively
Ability to comply with applicable Department of Defense, Air Force, installation, safety, security, and operating instructions

Preferred Requirements:

Prior experience supporting Air Force, Department of Defense (DoD), federal, or other regulated programs
Experience supporting enterprise networks, servers, cloud services, industrial or operational technology, or production systems
Familiarity with ServiceNow or another ticketing platform, including incident tracking, escalation, dashboards, or configuration records
CompTIA Security+
Experience coordinating field technicians or infrastructure teams across multiple locations
Familiarity with change windows, outage bridges, shift handoffs, cybersecurity operations, or enterprise IT support environments

AAP/EEO Statement:
DNI complies with all federal, state and local laws designed to protect employees and job applicants from discrimination based on race, religion, color, sex, parental status, national origin, age, disability, genetic information, military service, or other non-merit-based factors.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

Benefits Include:

Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
Matching 401K
Short- and Long-Term Disability
Pet Insurance
Professional Development/Education Reimbursement
Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...