Help Desk Specialist - Secret Cleared

Piper Companies; Maryland; On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

Sick leave

Growth opportunities

Job summary

Zachary Piper Solutions in Annapolis Junction, MD is seeking a Help Desk Specialist to provide end-user support, triage issues, and document resolutions for a Federal program.

Responsibilities include assisting customers, account management tasks, logging events, and preparing data for the vetting system, with on-call rotation to meet 24x7x365 uptime.

Qualifications

• 1+ years of experience in Helpdesk/ServiceDesk/Call Center or equivalent customer service experience.
• Experience with Incident Management Ticketing Systems such as Remedy, ServiceNow, or similar.
• Candidate must be willing to participate in a rotational on-call schedule due to 24x7x365 operations.
• Active Secret Security Clearance is required.

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 data in various formats and convert to XML for ingest into systems.

Skills

Customer service

Troubleshooting

Incident management

On-call readiness

Education

Active Secret Security Clearance

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

#Li-CJ2

#LI-ONSITE

Key Words: help desk, helpdesk, it support, information technology, cleared, support, federal, dhs, dod, government, tsa, service now, servicenow, jira, tickets, ticketing system, service desk, incident management, call center