24/7 IT Help Desk Specialist — Tier 1 Support

Athenix Solutions Group; Maryland; On-site; USD 60,000 - 85,000; Full time

Job summary

Athenix Solutions Group is seeking multiple Help Desk Specialists for a large program in the Annapolis Junction, MD area. The role provides 24x7 Help Desk support as first response for email, LAN/WAN, directories, standard desktop images and applications.

It serves as the initial point of contact for troubleshooting hardware/software, passwords, and printers. Positions span Level 0–3 with DoD 8570.01-M compliance and IAT Level I/II requirements as applicable.

Qualifications

• Requires TS/SCI with polygraph to start.
• Experience at Level 0–Level 3 Help Desk roles.
• Familiar with DoD 8570.01-M and IAT certifications.
• Comfort with phone and in-person support; ticketing systems.

Responsibilities

• Resolve tickets at first contact using work aids.
• Triage and route tickets to Tier 2 Help Desk.
• Compile and organize data for monthly status reports.
• Create and maintain user accounts; update SOPs.
• Provide daily updates on ticket status to Government.
• Ensure compliance with security procedures.

Skills

Help Desk experience

Security clearance

Customer support

Education

Associate's degree

Bachelor's degree

Master's degree

Job description

Athenix Solutions Group is seeking multiple Help Desk Specialists for a large program in the Annapolis Junction, MD area. The role provides 24x7 Help Desk support as first response for email, LAN/WAN, directories, standard desktop images and applications.

It serves as the initial point of contact for troubleshooting hardware/software, passwords, and printers. Positions span Level 0–3 with DoD 8570.01-M compliance and IAT Level I/II requirements as applicable.