Helpdesk Specialist II Security Clearance

Position: Helpdesk Specialist II with Security Clearance
Location: Annapolis Junction

Requirements Active Secret clearance is required. Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered 0–3+ years of experience in a Help Desk, Service Desk, or Call Center environment, or equivalent customer service experience. 0–3+ years of experience working with Incident Management ticketing systems (e.g., Service Now, Remedy, Jira, or similar platforms).

This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
Responsibilities
Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person Assist customers, troubleshoot problems, and coordinate technical support. Account creations, account lockouts, password changes Record events and 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 of support team member Establish phone bridge with next level of support and customer leads per SOP’s Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system