Helpdesk Specialist — APACS & DoD IT Support (Secret Clearance)

Arenatechnologies

Arlington (VA)

On-site

USD 70,000 - 90,000

Full time

14 days+

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Job summary

Systems Planning and Analysis, Inc. (SPA) in Virginia is seeking Helpdesk Specialists at Junior and Journeyman levels to provide frontline support for APACS and Foreign Clearance Program users. Responsibilities include account setup, basic troubleshooting, and ticket-based issue resolution.

Junior level requires a high school diploma or equivalent; additional IT coursework is a plus. Journeyman level requires a bachelor’s degree or equivalent experience, with experience in enterprise systems and

Qualifications

Active Secret clearance and ability to maintain it throughout employment.
Strong communication skills and ability to follow structured procedures in a ticket-based environment.
Junior level requires high school diploma; IT coursework or training is a plus.
Journeyman level requires a bachelor's degree or equivalent experience.

Responsibilities

Respond to user inquiries via calls, emails, and tickets, assisting with account setup and basic troubleshooting.
Use procedures and knowledge-base articles to resolve common issues; escalate complex cases as needed.
Log, track, and update tickets to ensure clear communication and timely resolution.
Document issues, workarounds, and knowledge gaps for guides and training updates.
Identify recurring problems and provide feedback to improve documentation and system functionality.
Support coordination activities and assist with workflow improvements.