Help Desk Tier 1 – Secure IT Support (TS/SCI)

Omniscius; Maryland; On-site; USD 60,000 - 75,000; Full time

Job summary

Omniscius is seeking a Help Desk Tier 1 / System Administrator Level 1 to provide frontline technical support in a mission-focused environment. You will resolve common hardware, software, account, and network issues while documenting incidents and escalating when needed.

The role requires active TS/SCI clearance, Full Scope Polygraph, and DoD 8570/8140 IAT Level I. You will work Friday–Monday shifts (12:00 PM–10:00 PM) and contribute to knowledge-base content and user guidance across IT services.

Qualifications

• Active TS/SCI security clearance.
• Active Full Scope Polygraph.
• DoD 8570/8140 IAT Level I requirements.
• Experience with ServiceNow or another IT service management/ticketing platform.
• Customer service experience.

Responsibilities

• Respond to user support requests via phone, email, chat, and ticketing systems.
• Log, track, update, and resolve incidents and service requests using the designated ticketing system.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Provide step-by-step technical guidance to users for common IT problems.
• Install, configure, and update software on user devices.
• Assist with password resets, account lockouts, and user access issues.
• Support basic printer, scanner, peripheral, and workstation troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized technical teams when appropriate.
• Document recurring issues, resolutions, and troubleshooting procedures for knowledge-base use.
• Maintain and update accurate records and ticket documentation.
• Contribute to knowledge-base articles and self-service solutions for users and technical staff.
• Communicate technical information clearly to both technical and non-technical users.
• Maintain a professional and customer-focused approach when working with users and coworkers.
• Provide timely updates regarding ticket status and expected resolution.
• Participate in team meetings, training, and knowledge-sharing activities.
• Follow applicable IT policies, procedures, and security requirements.
• Report potential security incidents or breaches to the appropriate team or leadership.
• Support weekend and mission-essential operations as required.

Skills

Customer service

Troubleshooting

Verbal & written communication

Technical guidance

Schedule flexibility

Education

High School Diploma/GED

Bachelor's degree

Tools

ServiceNow

ITSM ticketing

Job description

Omniscius is seeking a Help Desk Tier 1 / System Administrator Level 1 to provide frontline technical support in a mission-focused environment. You will resolve common hardware, software, account, and network issues while documenting incidents and escalating when needed.

The role requires active TS/SCI clearance, Full Scope Polygraph, and DoD 8570/8140 IAT Level I. You will work Friday–Monday shifts (12:00 PM–10:00 PM) and contribute to knowledge-base content and user guidance across IT services.