Help Desk Specialist

Zachary Piper, LLC; Annapolis (MD); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

PTO

Paid Holidays

Medical

Dental

Vision

401K

Tuition Reimbursement

Sick leave

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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

Skills

Customer service

Communication

Problem solving

Shift work

Rotational on-call

Tools

ServiceNow

Remedy

Jira

Job description

Zachary Piper Solutions is seeking a Help Desk Specialist to support a federal program. This position is fully on-site in Annapolis Junction, MD. The Help Desk Specialist will provide first-level technical support, incident management, and customer service for operational IT systems in a 24x7 environment

Responsibilities for the Help Desk Specialist include:

• 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

Required Qualifications for the Help Desk Specialist include:

• 0–3+ years of experience 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

Compensation for the Help Desk Specialist includes:

• Salary Range: $45,000 - $60,000 depending on experience
• Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Tuition Reimbursement, Sick leave as required by law

This job was posted on October 30, 2026 and will be open for 30 days.

#LI-KH1 #LI-ONSITE

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