Help Desk Specialist Security Clearance

Position Details

Position:
Help Desk Specialist Level 0

Location:

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

The Help Desk Level 0 Specialist provides first‑line monitoring and customer support for collaboration services hosted on a government intranet. The role operates in a rotating shift schedule to provide 24/7/365 coverage. Responsibilities include 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.

• 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.

• Education:
  
  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 and a minimum IAT Level I certification (A+, CCNA-Security, NET+, SSCP, Security+).