Help Desk Specialist

Net2Source; Maryland; On-site; USD 40,000 - 65,000; Full time

Job summary

Varmoda is seeking a Junior Computer User Support Specialist to provide first-level technical assistance and coordinate support for customers. The role ensures 24x7x365 uptime, with the candidate open to all shifts in a rotational on-call schedule.

Responsibilities include handling tickets via phone, email, or in person, troubleshooting, and updating logs. Candidates must have 0–3 years in help desk work, experience with ServiceNow/Remedy/Jira, and hold an active Secret clearance.

Qualifications

• 0–3+ years in Help Desk or Service Desk environments.
• Experience with incident management ticketing systems.
• Active Secret clearance required.
• US Citizenship required; dual citizenship not allowed.
• Willing to meet recall requirements and work all shifts.
• Open to rotational on-call schedule.

Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Support account creations, account lockouts, and password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests.
• Direct unresolved issues to the next level of support team member.
• Establish phone bridge with next level of support and customer leads per SOP's.
• Receive and input critical time data in various formats and ingest it into the vetting system.
• Convert data received in various formats into a customer-defined format such as XML for ingest into the system.

Skills

Help Desk

Customer service

On-call rotation

Recall requirements

Tools

ServiceNow

Remedy

Jira

Job description

Job Description

Annapolis Junction, MD Onsite 5 years of experience

Position summary

Varmoda is seeking a Junior Computer User Support Specialist to provide first-level technical assistance and coordinate technical support for customers. The role involves troubleshooting, incident and service request management, account support, documentation, and customer communication. This contract supports systems requiring 24x7x365 uptime, and candidates must be open to working all shifts and participating in a rotational on-call schedule.

Key Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Support account creations, account lockouts, and password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests.
• Direct unresolved issues to the next level of support team member.
• Establish phone bridge with next level of support and customer leads per SOP's.
• Receive and input critical time data in various formats and ingest it into the vetting system.
• Convert data received in various formats into a customer-defined format such as XML for ingest into the system.

Required Qualifications

• 0–3+ years of experience in a Help Desk, Service Desk, or Call Center environment, or equivalent customer service experience.
• 0–3+ years of experience working with Incident Management ticketing systems, such as ServiceNow, Remedy, Jira, or similar platforms.
• Active Secret clearance is required.
• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
• Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
• Candidates must be open to working all shifts.

Preferred Qualifications

• Experience supporting technical assistance requests in a mission critical environment.
• Experience with incident management and service desk processes.
• Experience working with XML or other customer-defined data formats.

Certifications & Clearance

• Active Secret clearance is required.
• US Citizenship is required; dual citizenship cannot be considered.

About Varmoda

Varmoda is a federal IT solutions provider founded in 2020 and headquartered in McLean, Virginia, delivering citizen-centric public services across Financial Assistance, Public Benefits, and Security & Defense domains. Our five-layer architecture — Salesforce (Engagement), Databricks (Data), ServiceNow (Orchestration), Pega (Decisioning), and Oracle HR (Capacity) — puts data at the common thread of every solution we build for federal agencies and the citizens they serve. Varmoda holds CMMI Maturity Level 3, ISO 9001, ISO 20000, and ISO 27001 certifications, and is recognized as a V3 veteran-friendly employer.

Why Varmoda

• Growth opportunity within a fast-scaling federal IT firm
• Direct impact on citizen-facing federal programs
• Competitive benefits including 401k, health insurance, Paid Time Off, Life Insurance and others — customize per role/location
• Veteran-friendly (V3) workplace culture

Varmoda is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Varmoda and its affiliated entities never request payment, banking details, or financial information from candidates during hiring. All legitimate communication comes from a varmoda.com address or JobDiva — report suspicious contact to [e-mail] . Varmoda and its affiliates are Equal Opportunity Employers; all qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, or any other legally protected characteristic.