Help Desk Specialist

T-Rex Solutions; Fort Meade (MD); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

PTO from start

Parental leave

Health, vision, and dental benefits

Tuition reimbursement

401(k) with company match

Job summary

T-Rex Solutions in the Fort Meade, Maryland area is seeking a fully cleared Help Desk Specialist to support the Intelligence Community. The role provides tier 1 and 2 support via phone, email, chat, and tickets, using ServiceNow, with 10-hour shifts.

You will monitor service health, document outages, guide users to use collaboration services, and maintain security compliance per DoD requirements.

Qualifications

• One year of demonstrated Help Desk experience required with a Bachelor’s degree.
• Minimum three years of Help Desk experience with an Associate degree.
• Minimum five years of Help Desk experience with a High School diploma. Any degree accepted.

Responsibilities

• Provide tier 1 and 2 responses to customer service requests via phone, email, chat, and tickets.
• Document and communicate outage information in the ServiceNow ticket system and escalate as needed.
• Troubleshoot user logon issues and accessibility to the collaboration environment.
• Provide instructions on how to use services to external and internal customers.
• Monitor service health and perform basic troubleshooting per SOPs to resolve outages.
• Document all communications and actions taken for transparency and traceability.

Skills

Help desk experience

Customer service

IT support

ServiceNow

Troubleshooting

Education

Bachelor's degree

Associate degree

High School diploma

Tools

ServiceNow

Job description

T-Rex is looking for a fully cleared Help Desk Specialist to work on a program in the Fort Meade, Maryland area in support of the Intelligence Community.

Responsibilities:

The job duties of the Help Desk Specialist are as follows:

• Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days. No overnight shifts.
• Small team, providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
• Provide health and 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 co-workers and customers.
• Provide tier 1 and 2 responses to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, escalte tickets as needed.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide instructions on how to use services to both external and internal customers.

Requirements:

• One (1) year of demonstrated Help Desk experience required with a Bachelor’s degree. Minimum three (3) years of Help Desk experience with an Associate degree. Minimum five (5) years of Help Desk experience with a High School diploma. Any degree from an accredited college or university is acceptable. Compliance with DOD 8570.01-M with a minimum certification of IAT Level I. (A+, CCNA-Security, NET+, SSCP, Security+)

• Active and transferable U.S. government issued TS/SCI with FSP security clearance is required.

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government as it increasingly tries to secure and leverage the power of data. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified people to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service, and to do that we need quality individuals. But more than that, we at T-Rex are committed to creating a culture that supports the development of every employee’s personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits which includes competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k) and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non‑merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $80,000 - $100,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including: PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.