Cleared Help Desk Specialist 24/7 Federal Onsite Support

Take2 Consulting, LLC; Maryland; On-site; USD 45,000 - 60,000; Full time

Job summary

Take2 Consulting, LLC is hiring a cleared Help Desk Specialist to support a federal client in Annapolis Junction, MD. The role requires 24/7/365 coverage with 12- and 8-hour shifts, including day and overnight periods.

The candidate will provide technical first-line support, triage issues, and coordinate with higher-level teams. On-site work and recall requirements are part of the position, with duties spanning ticketing, logging, and customer communications.

Qualifications

• 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center or equivalent in customer service.
• Active Secret clearance is required.
• US citizens with no dual citizenship; must reside commutable to onsite locations.

Responsibilities

• Provide a first point of contact for customers seeking technical assistance via ticket, phone, email, or in person.
• Troubleshoot problems and coordinate technical support.
• Record events and resolutions in logs and update customer status.
• Log and route service requests in an incident management system.
• Maintain service level agreements for Desk Side support and incidents.
• Direct unresolved issues to next level of support per SOPs.
• Establish communication with customer leads and next levels of support.

Skills

Help Desk

Ticketing System

Customer Service

US Citizens

Secret Clearance

Tools

Incident Management System

Job description

Take2 Consulting, LLC is hiring a cleared Help Desk Specialist to support a federal client in Annapolis Junction, MD. The role requires 24/7/365 coverage with 12- and 8-hour shifts, including day and overnight periods.

The candidate will provide technical first-line support, triage issues, and coordinate with higher-level teams. On-site work and recall requirements are part of the position, with duties spanning ticketing, logging, and customer communications.