Junior Help Desk Specialist

Job Description

Active security clearance at the TS/SCI Polygraph level is required.

We are looking for a Junior Help Desk Specialist who shares our drive to deliver reliable solutions and support mission‑critical collaboration platforms that make a real difference.

In this role, you will provide service availability monitoring and frontline help desk support for collaboration services hosted on a secure government intranet. You will actively monitor system health, utilize SOPs to troubleshoot and restart services or servers, and deliver top‑tier support across phone, email, chat, and ticketing channels on a small, hardworking team.

• Location:
  
  Annapolis Junction, MD
• Work style:
  On‑site
• Schedule:
  
  Rotating shift work position (7 days a week, 365 days a year). The schedule is generally 4 days on, 3 days off, with 10‑hour work days, offering a predictable routine.

The annual base salary range for this role is $82,000 - $96,000 (USD), which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from the posted hiring range based upon geographic location, work experience, education, and/or skill level.

• Clearance requirement:
  Must be fully‑cleared with Poly
• DoD 8570.01‑M compliance:
  Must maintain a minimum baseline certification of IAT Level I (e.g., A+, CCNA‑Security, Network+, SSCP, Security+, or higher).
• Service & health monitoring:
  Monitor system health and status, quickly identifying service outages and taking appropriate measures to restore availability.
• System troubleshooting:
  Utilize SOPs to perform basic technical troubleshooting steps, including restarting services and/or servers to resolve infrastructure issues.
• Tier 1 customer support:
  Provide exceptional frontline response to customer service requests received via phone, email, chat, and web tickets.
• Ticket management:
  Document all technical communications and steps accurately within a Service Now ticket system, executing proper escalation paths when necessary.
• Account & access troubleshooting:
  Troubleshoot customer accounts and assist users with login, credential, or access issues within the collaboration environment.
• Technical documentation:
  Document and articulate outage updates and resolutions clearly to both co‑workers and customers.
• User enablement:
  Provide clear, basic instructions on how to navigate and use hosted services to both external and internal customers.

• Bachelor's Degree from an accredited college or university (zero years of demonstrated Help Desk experience required).
• Associate Degree from an accredited college or university + Minimum of 1 year of Help Desk experience.
• High School Diploma or equivalent + Minimum of 2 years of Help Desk experience.

Nyla is an equal opportunity employer.