Junior Helpdesk Specialist Security Clearance

Responsibilities

• Respond to email or chat messages for customers seeking help.
• Walk customers through problem‑solving process.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure issues were resolved.
• Gather feedback from customers about system usage.
• Run reports to determine recurring malfunctions.
• Create tickets in the approved incident management system for all support calls received or route user support calls to the appropriate IT Help Desk.
• Utilize Attempt First Call Resolution (FCR) for all requests received.
• Provide first‑contact account resets, unlocking, troubleshooting, and security issue/error resolution.
• Perform other duties as assigned.

• Excellent verbal and written communication skills.
• Strong understanding of advertising and communications practices.
• Ability to demonstrate sound judgment and be comfortable in a public‑facing role.

• Operational experience with Service Now.
• Experience with in the Intelligence Community.
• Excellent customer service, organizational, and time‑management skills.
• Ability to obtain DoD 8140 (formerly 8570.01‑M) IAT Level I certifications within 6 months of hire (A+ CE, CCNA‑Security, CND, Network+ CE, SSCP).
• Ability to work independently and effectively within a team setting.
• Ability to manage multiple efforts with time‑related constraints in a fast‑paced contracting environment.
• Effectiveness in communicating and collaborating with diverse internal and external stakeholder groups and individuals.
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications.
• Experience working in a home office setting and training end users on frequently asked technical issues.
• Technical assistance and support over the phone, good phone skills, professional demeanor, and prior customer service experience strongly desired.
• Good problem‑solving skills: ability to visualize a problem or situation and think abstractly to solve it.

High school diploma or GED and six years of relevant experience; or an Associate's degree and four years of experience; or a Bachelor's degree and two years of experience.

• Active TS clearance required.
• Will not be able to begin work until obtaining SCI clearance.
• Must have the ability to obtain CI Poly clearance.

Applicants must be able to work shift hours. Shift will be identified upon hire.

None.

USmax is an Equal Opportunity Employer.