Help Desk Specialist

Zachary Piper Solutions; Maryland; 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 is seeking a Help Desk Specialist to support a federal program. This on-site role is located in Annapolis Junction, MD and requires providing first-level technical support, incident management, and strong customer service in a 24x7 environment.

The ideal candidate will troubleshoot account creation requests, password resets, and general IT issues, document incidents in the ticketing system, escalate problems when needed, and support SLAs while participating in shift work

Qualifications

• 0-3+ years in a Help Desk or similar environment.
• Experience with incident management and ticketing platforms such as ServiceNow, Remedy, Jira.
• Active Secret Clearance required.

Responsibilities

• Provide first-level technical support via phone, email, tickets, 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 SLAs while participating in shift work and rotational on-call responsibilities within a 24x7x365 environment.

Skills

Customer service

Communication

Problem-solving

Shift work

Active Secret Clearance

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.

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