24/7 Help Desk Specialist — Secret-Cleared On-Site IT

Zachary Piper, LLC; Annapolis (MD); Presencial; USD 45.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO

Paid Holidays

Medical

Dental

Vision

401K

Tuition Reimbursement

Sick leave

Descripción de la vacante

Zachary Piper Solutions in Annapolis Junction, MD, is seeking a Help Desk Specialist to provide first-level technical support, incident management, and customer service for operational IT systems in a 24x7 environment. This on-site role requires handling phone, email, and in-person assistance.

Responsibilities include troubleshooting account issues, documenting incidents, escalating where needed, and supporting SLAs during shift work and on-call rotation.

Formación

• 0–3+ years in a Help Desk, Service Desk, Call Center, Technical Support, or customer service environment.
• 0–3+ years of experience utilizing incident management and ticketing platforms such as ServiceNow, Remedy, Jira, or similar tools.
• Strong customer service, communication, and problem-solving skills.
• Ability to work any assigned shift and participate in rotational on-call support.
• Active Secret Clearance required.

Responsabilidades

• Provide first-level technical support through phone, email, ticketing systems, and in-person interactions
• Troubleshoot account creation requests, account lockouts, password resets, and general IT support issues
• Document incidents, service requests, troubleshooting efforts, and resolutions within an incident management system
• Escalate unresolved issues to higher-level support teams and coordinate communication between stakeholders and technical resources
• Support service level agreements (SLAs) while participating in shift work and rotational on-call responsibilities within a 24x7x365 environment

Conocimientos

Customer service

Communication

Problem solving

Shift work

Rotational on-call

Herramientas

ServiceNow

Remedy

Jira

Descripción del empleo

Zachary Piper Solutions in Annapolis Junction, MD, is seeking a Help Desk Specialist to provide first-level technical support, incident management, and customer service for operational IT systems in a 24x7 environment. This on-site role requires handling phone, email, and in-person assistance.

Responsibilities include troubleshooting account issues, documenting incidents, escalating where needed, and supporting SLAs during shift work and on-call rotation.