Help Desk Specialist

Quevera; Odenton (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Quevera is seeking a Help Desk Specialist in Odenton, MD to support a government intranet environment with 24/7 operations. The role requires a current TS/SCI with Polygraph clearance and DoD 8570.01-M IAT Level I certifications (e.g., SEC+, CCNA, A+, Net+).

You will provide Tier 1 support, document issues in ServiceNow, and work rotating shifts in a small, mission-focused team. Four years of Help Desk experience with an Associate's degree (or a Bachelor's degree in lieu of experience) is

Qualifications

• Four years of Help Desk experience or a Bachelor's degree may substitute experience.
• DoD 8570.01-M with a minimum IAT Level I certification (SEC+, CCNA, A+, Net+).
• Current TS/SCI with Polygraph clearance required to apply.
• Experience with ticketing systems and customer-facing support.

Responsibilities

• Provide Tier 1 help desk support to a government intranet user community.
• Monitor service health and document outages; restart services as needed.
• Log and communicate issues in ServiceNow; escalate when required.
• Assist users with login and basic service usage; maintain SOP adherence.

Skills

Help Desk experience

Tier 1 Support

Customer service

Communication skills

Education

Associate's degree

Bachelor's degree

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, escalated 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

We invest in our employees and their families through a highly competitive benefits package, including:

• 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.