Help Desk Specialist I - DoD Secret Clearance | Tier 1-2

Shadow Objects; Annapolis (MD); Hybrid; USD 42,000 - 54,000; Full time

Job summary

ShadowObjects, LLC is seeking a Help Desk Specialist I to handle Tier 1/2 support, manage tickets, and assist with hardware and software issues for students, faculty, staff, and contractors. The role is onsite with a possible hybrid option and requires DoD security clearance readiness.

Experience across Windows, Mac, Linux, iOS, Android and network interfaces is needed, along with certification or intent to obtain Security+ as required.

Qualifications

• Experience with Windows, Mac, Linux, iOS and Android environments.
• Ability to install, operate, maintain and repair computer hardware and software.
• Experience generating and managing help desk tickets and escalations.

Responsibilities

• Answer and remediate Tier 1 trouble calls during business hours for students, faculty, staff and contractors.
• Create and remediate Tier 1 tickets and escalate Tier 2 issues as needed.
• Support hardware, software, networks and interfaces; patch and update systems monthly.
• Determine warranty or maintenance coverage and process accordingly.
• Monitor LAN access and keep customers informed on status and progress.

Skills

Troubleshooting

Customer support

Cross-platform OS

Tier 1 support

Tools

Ivanti Service Desk

Job description

ShadowObjects, LLC is seeking a Help Desk Specialist I to handle Tier 1/2 support, manage tickets, and assist with hardware and software issues for students, faculty, staff, and contractors. The role is onsite with a possible hybrid option and requires DoD security clearance readiness.

Experience across Windows, Mac, Linux, iOS, Android and network interfaces is needed, along with certification or intent to obtain Security+ as required.