Junior Help Desk Specialist

Junior Help Desk Support Specialist, #1067

Clearance: U.S. Citizenship required. DHS Secret Clearance required. Dual citizenship not accepted per government requirements.

Location: Full‑time onsite in Annapolis Junction, MD.

Shift Information: Four shifts available:
Sunday – Wednesday (day/night) and Wednesday – Saturday (day/night). A workweek is composed of two 12‑hour and two 8‑hour shifts for a 40‑hour week. Full‑time candidates must be open to all shifts unless otherwise specified.

What You'll be Doing:

• Provide a first point of contact for customers seeking technical assistance through ticket, phone call, email, or in person
• Assist customers, troubleshoot problems, and coordinate technical support
• Account creations, account lockouts, and password changes
• Record events, problems, and their resolution in logs
• Follow up and update customer status and information
• Log and route service requests and incidents in an incident management system
• Maintain service level agreements related to Desk‑Side support service/incident requests
• Direct unresolved issues to the next‑level support team member
• Establish phone bridge with the next level of support and customer leads per SOPs
• Receive and input critical time data in various formats and ingest it into the vetting system. Convert data to a customer‑defined format, such as XML, for ingestion into the system

Required Education, Experience, and

Skills:

• Active Secret clearance required.
• U.S. Citizenship required (dual citizens not eligible due to federal contract requirements).
• This role supports systems with 24×7×365 uptime. Candidates must be within commutable distance. No opportunities for telework.
• Must be willing to perform up to 12‑hour shifts, including weekends and holidays, on a rotating basis throughout the year.
• 0–3 or more years of experience in Helpdesk/Service Desk/Call Center or equivalent customer service experience.
• 0–3 or more years of experience using an Incident Management Ticketing System, such as:
• Remedy v20.02
• Service Now
• Other comparable systems

Estimated Salary Range: $36,000 – $40,000. Salary may vary based on education, experience, location, and contractual requirements.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans