Helpdesk Specialist - Co Springs

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Overview
Take2 is seeking a Helpdesk Specialist to support a federal client by providing technical assistance for mission‑critical systems related to national homeland security. The role involves serving as the initial point of contact for users, troubleshooting issues, and ensuring continuous operational support in a high‑security environment supporting the Secure Flight program.

Education & Certification Requirements
Candidates should possess relevant experience in helpdesk, Service Desk, or customer service roles, with familiarity using incident management ticketing systems such as Remedy v20.02 or Service Now. No specific degree or certification is mandated.

Clearance Requirements
Active Secret clearance is required.

Onsite Requirements
This role is onsite in Colorado Springs, CO, with candidates expected to be available for onsite work during the transition period and to support 24/7 operations, including rotational on‑call schedules. Candidates must reside within a commutable distance to the location.

• Serve as the first point of contact for customers seeking technical assistance via ticket, phone, email, or in person
• Troubleshoot and resolve technical issues, including account creations, lockouts, and password changes
• Record and document events and resolution steps in logs and incident management systems
• Follow up on customer requests, update status, and communicate effectively
• Log and route service requests and incidents in the incident management system
• Maintain service level agreements related to desk side support and incident response
• Escalate unresolved issues to the next level of support and coordinate with support team members
• Input and convert critical time and event data into the vetting system, ensuring compliance with customer data formats such as XML

• Up to 3 years of experience in helpdesk, Service Desk, call center, or related customer service roles
• Experience utilizing incident management systems such as Remedy v20.02 or Service Now
• Ability to work onsite in Colorado Springs, CO, and participate in rotational on‑call schedules
• U.S. citizenship with no dual citizenship and current active Secret clearance
• Willingness to support 24/7/365 operations and meet recall requirements

• Familiarity with federal security procedures and protocols
• Experience with government or defense‑related IT support environments
• Strong communication and problem‑solving skills
• Ability to work effectively in a high‑pressure, mission‑critical environment

• Entry level

• Contract

• Information Technology

• Staffing and Recruiting

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