Help Desk Specialist - Secret Cleared

Zachary Piper, LLC; Annapolis (MD); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical

Dental

Vision

PTO

Sick Leave

Unlimited growth

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to join a Federal Program located in Annapolis Junction, MD. The role involves triaging, researching, and answering questions regarding the program and systems, providing technical support to users and clients.

Candidates should have 1+ year in Help Desk/Service Desk, experience with incident management tools such as Remedy, ServiceNow, or Jira, and hold an active Secret clearance.

Qualifications

• This contract requires 24x7x365 uptime; candidates must be willing to participate in a rotational on-call schedule.
• 1+ years of experience in Helpdesk/ServiceDesk/Call Center or equivalent customer service experience.
• 1+ years of experience utilizing Incident Management Ticketing Systems such as Remedy v20.02, ServiceNow, or other comparable systems.
• Active Secret Security Clearance

Responsibilities

• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Receive and input time data and convert to required formats (e.g., XML) for ingest into the vetting system.

Skills

Customer service

IT support

On-call readiness

Tools

Remedy

ServiceNow

Jira

Job description

Zachary Piper Solutions is seeking a Help Desk Specialist to join a Federal Program located in Annapolis Junction, MD. The Help Desk Specialist will provide technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

Responsibilities of the Help Desk Specialist:

• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system

Qualifications of the Help Desk Specialist:

• This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule
• 1+ years of experience in Helpdesk/ServiceDesk/Call Center or equivalent experience in customer service
• 1+ years of experience utilizing any Incident Management Ticketing System such as Remedy v20.02, ServiceNow, or other comparable systems
• Active Secret Security Clearance

Compensation for the Help Desk Specialist:

• Salary Range: $40,000 - $50,000+ *flexible based on experience*
• Comprehensive Benefits: Medical, Dental, Vision, PTO, and Sick Leave as required by law
• Unlimited opportunities for growth

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