Help Desk Analyst with Security Clearance

Soliel, LLC; Fort Meade (MD); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Major medical, dental and vision

Paid holidays

Paid Time Off (PTO)

401k matching

Job summary

Soliel, LLC in Fort Meade, MD is seeking a Help Desk Agent to provide on-site IT support for a DoD customer. You will be the primary contact for incident resolution submitted via ServiceNow and email, ensuring smooth daily operations for government personnel.

Must have an Active SECRET clearance and 2+ years in incident management or customer service; DoD 8570 IAT II certification or Security+ is required. The role offers competitive benefits and a clear career path.

Qualifications

• Active SECRET clearance required.
• 2+ years of incident management or customer service experience.
• CompTIA Security+ or DoD 8570 IAT II certification.
• DISA/DoD experience preferred.
• Analytical skills to troubleshoot devices and apps.

Responsibilities

• Field incoming help requests from end users via ServiceNow tickets and e-mail.
• Coordinate with multiple support teams and vendors for escalations.
• Document the help desk handling process through final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn applicable software and hardware used by the organization.
• Ensure compliance with contractual SLAs and company policies.
• Create reports tracking user and system metrics.

Skills

Secret clearance

Incident management

Customer service

Troubleshooting

Education

DoD 8570 IAT II / Security+ certification

Tools

ServiceNow

MDM

PKI/PKE

Job description

Soliel is an innovative, premium engineering company specializing in providing Enterprise Architecture, Network Design, Engineering, and Operations Support, Software Design and Development, Data Center Design, Deployment and Migration, and Systems Engineering services for both public and private sectors. Our Federal systems integration team manages the complexity inherent with technology change, from requirements planning to architecture, testing to deployment, and beyond. We also offer a complete range of industry-leading services, including architecture, systems development, information assurance, solution and platform integration, and program management, functional, and testing services. Over the years, Soliel's team of technical experts has consistently delivered outstanding innovative solutions and services that meet or exceed customer expectations and satisfaction. LOCATION: Fort Meade, MD. START DATE: Immediate. CLEARANCE: Secret.

Job Description

We are seeking a Help Desk Agent to join our team supporting a key DoD customer on-site at Fort Meade, MD. In this role, you will act as a primary point of contact for technical support, resolving IT issues submitted via ticketing systems and email to ensure seamless daily operations for government personnel.

Key Responsibilities

• Field incoming help requests from end users via both ServiceNow tickets and e-mail in a courteous manner.
• Coordinate with multiple support teams and vendors for escalations and ensure work stoppages are minimized while accurately documenting problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Understand and comply with all contractual SLAs, policies, and procedures.
• Document and create reports tracking user and system metrics.

Required Skills

• Active SECRET clearance.
• 2+ years of relevant experience in an incident management and/or customer service role.
• CompTIA Security+ Certification or another DoD 8570 IAT II Certification.
• DISA or DoD experience is highly preferred.
• Analytical skills used to troubleshoot mobile devices, application, and certificate-related issues.
• Ability to break down technological processes and deliver clear, step-by-step instructions.
• Good written and oral communication skills.
• Strong problem-solving skills and ability to identify root cause.
• Ability to conduct research into a wide range of application issues as required.

Preferred Skills

• Experience with MDM tools.
• Experience with PKI/PKE support.
• Experience with Purebred.

Compensation

• $60,000-70,000/year (flexible based on experience)
• Major medical, dental and vision
• Paid holidays
• Paid Time Off (PTO)
• 401k and company matching

EEO/ AA/ NON-DISCRIMINATION STATEMENT

Soliel, LLC is an Equal Opportunity/ AFFIRMATIVE ACTION/ NON-DISCRIMINATION STATEMENT: Soliel, LLC is an Equal Opportunity/ ... To learn more, please visit www.solielcom.com