Help Desk Specialist

Helm Point Solutions, Inc.; Fort Meade (MD); On-site; USD 81,000 - 85,000; Full time

Benefits offered by this job

401(k) with Company Match

Profit Sharing & Performance Bonuses

Leave Buy-Back Program

Flexible work environment

Job summary

Helm Point Solutions, Inc. is seeking Help Desk Specialists to support a government program in the Ft. Meade area. You will provide tier-1 support, monitor system health, and document outages in ServiceNow, following SOPs for quick restoration of services.

The role requires TS/SCI with Polygraph, four years of help desk experience (Bachelor's acceptable in lieu), and DoD 8570.01-M IAT Level I certification. Join a security-cleared team with growth opportunities.

Qualifications

• TS/SCI with Polygraph clearance is required.
• Four years of Help Desk experience with an Associate's degree; a Bachelor's may substitute.
• Compliance with DoD 8570.01-M with IAT Level I certification.

Responsibilities

• Provide service availability monitoring and help desk support for government intranet users.
• Monitor health/status and take corrective actions during outages.
• Use SOPs to perform basic troubleshooting and restart services as needed.
• Document outage information and communicate with coworkers and customers.
• Provide tier 1 response via phone, email, chat and tickets.
• Document communications in ServiceNow and escalate as needed.
• Provide basic instructions on using services to customers.
• Troubleshoot login to the collaboration environment.

Skills

Help desk experience

Customer support

IAT Level I

IAT Level I (SEC+)

IAT Level I (CCNA)

IAT Level I (A+)

IAT Level I (Net+)

DoD 8570.01-M

Education

Associate's degree

Bachelor's degree allowed

Tools

ServiceNow

Job description

Help Desk Specialist
Ft. Meade Area, MD · Government/Military
Clearance Required: TS/SCI with Polygraph
Full-Time | Fully Funded | $81K–$85K

Secure the Mission. Set the Standard in Cybersecurity.

Helm Point Solutions is a woman-owned cybersecurity and physical security firm supporting the nation’s most critical systems and infrastructure. We’re seeking Help Desk Specialists to support a program in the Ft. Meade area.

What You’ll Do

As a Help Desk Specialist, you will:

• Provide service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large community of users.
• Provide healthand status monitoring and taking appropriate measures when a service outage occurs.
• Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and /or servers to resolve the issue.
• Document and communicate outage information to coworkers and customers.
• Provide tier 1 response to customer service requests received via phone, email, chat and tickets.
• Document all communications in a ServiceNow ticket system, elevate tickets as needed
• Provide basic instructions on how to use services to both external and internal customer.
• Troubleshoot customer accounts and users' ability to logon to the collaboration environment

What You Bring

Required Qualifications

• TS/SCI with Polygraph
• Four (4) years Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.
• Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+, CCNA, A+, Net+)

Why You'll Love Working Here

• A supportive leadership team that listens and invests in your growth
• A collaborative, security-cleared team passionate about mission success
• Career advancement opportunities with a rapidly growing company
• 401(k) with Company Match
• Profit Sharing & Performance Bonuses
• Leave Buy-Back Program
• Community Engagement Opportunities
• Flexible work environment and career growth support

Next Steps

Helm Point Solutions, Inc. does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected veteran status, or other non-merit factor.