Location: Annapolis Junction, MD, 20701
Clearance Required: Active TS/SCI with Polygraph
Employment Type: Full-Time
An entry-level Help Desk Specialist is needed to provide Tier 1 IT support in a high-availability, mission-critical environment. This is a shift-based role that operates 24/7/365 and includes monitoring, troubleshooting, and user support for a wide range of IT services and collaboration tools on a secure government network.
This position is ideal for individuals with a strong interest in IT support, excellent customer service skills, and the ability to work effectively in a fast-paced environment.
Provide phone and in-person support to users on issues related to:
LAN/WAN connectivity
Directories
Standard desktop images and applications
COTS/GOTS applications
Passwords and printer issues
Serve as the first point of contact for troubleshooting IT-related problems
Create, update, and route Help Desk tickets using ServiceNow or other designated ticket tracking systems
Acknowledge ticket receipt and keep users informed of progress
Perform basic troubleshooting using SOPs and escalate issues as necessary
Restart services or servers when required to restore service availability
Monitor the health and status of systems and respond appropriately to outages
Assist users with account creation and access to IT systems
Maintain and update Standard Operating Procedures (SOPs)
Document and communicate outage information clearly and promptly
Compile and organize data for monthly status reports
Ability to work rotating shifts (including nights, weekends, and holidays)
Demonstrated customer service skills in a help desk or technical support environment
Familiarity with ticketing systems such as ServiceNow
Experience providing basic technical support via phone, email, chat, and in-person
Ability to follow and update SOPs
Strong communication skills for logging issues and guiding users
Experience with user account troubleshooting and collaboration services
Associate’s Degree with 4 years of demonstrated Help Desk experience
OR
Bachelor’s Degree (may be substituted for experience)
Active TS/SCI with Polygraph is required for this role.
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