Job Description

Location: Annapolis Junction, MD, 20701
Clearance Required: Active TS/SCI with Polygraph
Employment Type: Full-Time

An entry-level Help Desk Specialist is needed to provide Tier 1 IT support in a high-availability, mission-critical environment. This is a shift-based role that operates 24/7/365 and includes monitoring, troubleshooting, and user support for a wide range of IT services and collaboration tools on a secure government network.

This position is ideal for individuals with a strong interest in IT support, excellent customer service skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

• Provide phone and in-person support to users on issues related to:

  • Email

  • LAN/WAN connectivity

  • Directories

  • Standard desktop images and applications

  • COTS/GOTS applications

  • Passwords and printer issues

• Serve as the first point of contact for troubleshooting IT-related problems

• Create, update, and route Help Desk tickets using ServiceNow or other designated ticket tracking systems

• Acknowledge ticket receipt and keep users informed of progress

• Perform basic troubleshooting using SOPs and escalate issues as necessary

• Restart services or servers when required to restore service availability

• Monitor the health and status of systems and respond appropriately to outages

• Assist users with account creation and access to IT systems

• Maintain and update Standard Operating Procedures (SOPs)

• Document and communicate outage information clearly and promptly

• Compile and organize data for monthly status reports

Required Skills & Experience:

• Ability to work rotating shifts (including nights, weekends, and holidays)

• Demonstrated customer service skills in a help desk or technical support environment

• Familiarity with ticketing systems such as ServiceNow

• Experience providing basic technical support via phone, email, chat, and in-person

• Ability to follow and update SOPs

• Strong communication skills for logging issues and guiding users

• Experience with user account troubleshooting and collaboration services

Education Requirements:

• Associate’s Degree with 4 years of demonstrated Help Desk experience
  OR

• Bachelor’s Degree (may be substituted for experience)

Security Clearance:

• Active TS/SCI with Polygraph is required for this role.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable law.

Job Tags

Full time, Shift work, Night shift, Rotating shift,

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