Help Desk Specialist

Quevera; Odenton (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

100% employer-paid medical coverage

Medical, Dental and Vision insurance

Employer-paid short-term and long-term

Employer-paid life insurance

Education, training, certifications, &

401(k) match up to 6%

Profit-sharing contribution

Job summary

Quevera is seeking a Help Desk Specialist to join our team in Odenton, MD. You will provide tier 1 support for our government intranet services, monitor health and status, and document outage information using ServiceNow.

Four years of Help Desk experience with an Associate’s degree is required. DoD 8570.01-M IAT Level I certifications (SEC+, CCNA, A+, Net+) or a Bachelor's degree substitution may apply. This role involves rotating shifts and opportunities for growth.

Qualifications

• Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.

Responsibilities

• Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, streamline tickets as needed.
• Troubleshoot customer accounts and users' ability to logon to the collaboration environment.
• Document and communicate outage information to co-workers and customers.
• Provide health and status monitoring and taking appropriate measures when a service outage occurs.

Skills

Customer support

Troubleshooting

ServiceNow

Tier 1 support

Education

Associate's degree

Bachelor's degree may substitute

Tools

ServiceNow

Job description

Job Description:

Quevera is seeking a Help Desk Specialist to join our team. At Quevera, we don't just offer jobs-we provide opportunities to be part of a dynamic, forward-thinking community that fosters innovation, collaboration, and personal growth. You'll work with industry experts, take on exciting challenges, and have the creative freedom to build cutting-edge solutions, all while advancing your career in a space that truly values your skills and ideas.

REQUIRED - MUST have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered.

Duties and Responsibilities:

• Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day.
• 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 response to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, streamline tickets as needed.
• Provide basic instructions on how to use services to both external and internal customers.
• Troubleshoot customer accounts and users' ability to logon to the collaboration environment.

Required Experience:

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

Why Join Quevera?

Award-Winning Culture

Quevera was recognized as a Top Workplace in the Washington, DC/Baltimore region for 2025 , marking our fifth consecutive year receiving this distinction based on employee feedback.

Outstanding Benefits

• 100% employer-paid medical coverage (optional plan)
• Competitive options for Medical, Dental and Vision insurance
• Employer-paid short-term and long-term disability coverage
• Employer-paid life insurance
• $5,000 annually for education, training, certifications, and professional development
• Career advancement through our structured IQWay Program
• Up to 6% 401(k) match
• Additional 4% profit-sharing contribution

At Quevera, we believe exceptional people deserve exceptional opportunities. We're more than just a workplace-we're a team of innovators, problem-solvers, and industry experts committed to delivering mission-critical solutions while fostering professional growth, collaboration, and technical excellence.

Quevera is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.