Help Desk Specialist (TS/SCI Poly) — 24/7 Gov IT

Quevera

Odenton (MD)

On-site

USD 65,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

100% employer-paid medical coverage

Medical, Dental and Vision insurance

Employer-paid short-term and long-term

Employer-paid life insurance

Education, training, certifications, &

401(k) match up to 6%

Profit-sharing contribution

Job summary

Quevera is seeking a Help Desk Specialist to join our team in Odenton, MD. You will provide tier 1 support for our government intranet services, monitor health and status, and document outage information using ServiceNow.

Four years of Help Desk experience with an Associate’s degree is required. DoD 8570.01-M IAT Level I certifications (SEC+, CCNA, A+, Net+) or a Bachelor's degree substitution may apply. This role involves rotating shifts and opportunities for growth.

Qualifications

Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.

Responsibilities

Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
Document all communications in a ServiceNow ticket system, streamline tickets as needed.
Troubleshoot customer accounts and users' ability to logon to the collaboration environment.
Document and communicate outage information to co-workers and customers.
Provide health and status monitoring and taking appropriate measures when a service outage occurs.