Help Desk Specialist Security Clearance

Position: Help Desk Specialist 0 with Security Clearance
Position:
Help Desk Specialist Level 0

Location:

Annapolis Junction, MD Clearance:
Active TS/SCI w/ Polygraph needed to apply Pay Range: $80K - 95K Position

Description:

The Help Desk Level 0 Specialist provides first-line monitoring and customer support for collaboration services hosted on a government intranet. This role operates in a rotating shift schedule to provide 24/7/365 coverage. The Help Desk Specialist is responsible for monitoring service availability, performing basic troubleshooting using established SOPs, documenting outages, responding to customer requests, and supporting a large and diverse user community.

The position requires strong communication skills, attention to detail, and the ability to follow procedures in a fast-paced operational environment.

Key Responsibilities:

• Support a rotating shift schedule providing 24/7/365 coverage, typically four (4) days on and three (3) days off, with 10-hour shifts.
• Monitor service availability and system health for government intranet collaboration services.
• Take appropriate actions during service outages by following SOPs to conduct basic troubleshooting, identify issues, and restart services and/or servers.
• Document and communicate outage information to co-workers and customers.
• Provide Tier 1 customer support via phone, email, chat, and ticketing systems.
• Document all customer interactions and actions in the Service Now ticketing system, escalating tickets as necessary.
• Troubleshoot customer account issues and support users experiencing login difficulties.
• Provide basic user instructions for collaboration services to internal and external customers. Requirements:
Bachelor's degree with zero (0) years of Help Desk experience; OR Associate degree with a minimum of one (1) year of Help Desk experience; OR High School diploma with a minimum of two (2) years of Help Desk experience.

Certifications:

Compliance with DoD 8570.01-M with a minimum IAT Level I certification (A+, CCNA-Security, NET+, SSCP, Security+). Position:
Help Desk Specialist Level 0

Location:

Annapolis Junction, MD Clearance:
Active TS/SCI w/ Polygraph needed to apply Pay Range: $80K - 95K Position

Description:

The Help Desk Level 0 Specialist provides first-line monitoring and customer support for collaboration services hosted on a government intranet. This role operates in a rotating shift schedule to provide 24/7/365 coverage. The Help Desk Specialist is responsible for monitoring service availability, performing basic troubleshooting using established SOPs, documenting outages, responding to customer requests, and supporting a large and diverse user community.

The position requires strong communication skills, attention to detail, and the ability to follow procedures in a fast-paced operational environment.

Key Responsibilities:

• Support a rotating shift schedule providing 24/7/365 coverage, typically four (4) days on and three (3) days off, with 10-hour shifts.
• Monitor service availability and system health for government intranet collaboration services.
• Take appropriate actions during service outages by following SOPs to conduct basic troubleshooting, identify issues, and restart services and/or servers.
• Document and communicate outage information to co-workers and customers.
• Provide Tier 1 customer support via phone, email, chat, and ticketing systems.
• Document all customer interactions and actions in the Service Now ticketing system, escalating tickets as necessary.
• Troubleshoot customer account issues and support users experiencing login difficulties.
• Provide basic user instructions for collaboration services to internal and external customers. Requirements:
Bachelor's degree with zero (0) years of Help Desk experience; OR Associate degree with a minimum of one (1) year of Help Desk experience; OR High School diploma with a minimum of two (2) years of Help Desk experience.

Certifications:

Compliance with DoD 8570.01-M with a minimum IAT Level I certification (A+, CCNA-Security, NET+, SSCP, Security+).