Cleared Help Desk Specialist — Onsite 24/7 Support (CO Springs)

Take2 Consulting, LLC; Colorado Springs (CO); On-site; USD 40,000 - 60,000; Full time

Job summary

Take2 Consulting, LLC is seeking a Helpdesk Specialist to support a federal client’s mission-critical systems. The role requires a Secret clearance and is onsite in Colorado Springs.

You will provide front-line IT support, triage issues, and track incidents to resolution within an on-call, 24x7 framework. The position demands strong customer service skills, the ability to work with various ticketing systems, and adherence to standard operating procedures.

Qualifications

• US Citizens required by federal contract.
• Active Secret clearance required.
• Must reside within commutable distance to Colorado Springs and be onsite during transition.
• Contract requires 24x7x365 uptime with recall participation.

Responsibilities

• Serve as first point of contact for customers via ticket, phone, email or in person.
• Troubleshoot issues, provide guidance, and coordinate formal support.
• Log events, problems and resolutions in the incident system.
• Update customer status and information; maintain SLAs for Desk Side/Incident requests.
• Route service requests to appropriate support levels and escalate as needed.
• Coordinate with next level of support and establish phone bridge per SOPs.
• Input critical data into the vetting system in required formats like XML.

Skills

Customer service

Communication

On-site availability

On-call recall

Tools

Incident management system

Job description

Take2 Consulting, LLC is seeking a Helpdesk Specialist to support a federal client’s mission-critical systems. The role requires a Secret clearance and is onsite in Colorado Springs.

You will provide front-line IT support, triage issues, and track incidents to resolution within an on-call, 24x7 framework. The position demands strong customer service skills, the ability to work with various ticketing systems, and adherence to standard operating procedures.