Help Desk Specialist, Level 2

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 48,000 - 88,000; Full time

Job summary

Gladiatoremergence seeks a Level 2 Help Desk Specialist to work on-site at Fort Meade, MD. The role requires a TS/SCI clearance with Full Scope Poly, and a strong background in help desk operations and ticketing.

The candidate will manage user accounts, triage tickets, document actions, and contribute to monthly status reports while maintaining security procedures and process improvements.

Qualifications

• Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related field.
• Five (5) years with an Associate's Degree or seven (7) years experience may be substituted for the Bachelor's Degree.
• Clearance: TS/SCI + Full Scope Poly required at start.

Responsibilities

• Develop understanding of IT process flows and create/maintain user accounts.
• Create Help Desk tickets in designated tracking system and acknowledge receipt.
• Attempt to resolve tickets; communicate resolution and obtain sign-off when possible.
• Document unresolved issues and escalate per process guidelines.
• Assist users with account creation, access, and usage of IT systems.
• Update SOPs to reflect new system functionality or changes.
• Triage and route tickets to Tier 2 help and log actions taken.
• Compile data for monthly status reports and trend analysis.
• Provide daily written and oral communications to Government stakeholders.
• Attend weekly meetings and update Government on ticket status and issues.

Skills

Help Desk experience

Ticketing system

Customer support

Education

Bachelor's degree in Business/Technical/Math

Job description

GJB-0064 Fort Meade, MD TS/SCI + Full Scope Poly On-site $47,936 – $87,936

The Level 2 Help Desk Specialist shall possess the following capabilities:

• Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts Create Help
• Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
• If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket
• If unable to resolve thoroughly document ticket with actions taken in an attempt to resolve and escalate ticket in accordance with applicable processes
• Assist users with account creation, accessing and using IT systems Update Standard Operating
• Procedures documents to adapt to new system functionality or configuration changes Receive, triage and route tickets to Tier 2 Help
• Desk according Analyze, log and track issue and problem tickets
• Compile and organize data for monthly status reports
• Provide trend analysis and metrics to the
• Government based on gather data and monthly status reports
• Provide daily written and oral communications, make recommendations for improving documentation
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
• Update and maintain the Help Desk
• Handbook to stay consistent with current processes and procedures
• Provide recommendation to the
• Government on issues/problems identified and reported in trend analysis
• Attend weekly meeting to apprise the
• Government on the status of tickets and any issues/problems with resolving tickets

Qualifications

Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related field Five (5) years with an Associate's Degree or seven (7) years experience may be substituted for the Bachelor's Degree

Clearance

TS/SCI + Full Scope Poly, required at start.