Helpdesk Specialist (On-Site) — TS Clearance Required

Usmax Corporation; Springfield (VA); On-site; USD 50,000 - 58,000; Full time

Job summary

USmax Corporation is seeking a Jr Helpdesk Specialist to support the National Geospatial-Intelligence Agency (NGA) in Springfield, Virginia. The full-time, on-site position provides first-line IT support for computers, hardware, software, and account issues, with diagnostic and resolution responsibilities.

Responsibilities include handling inquiries via phone, email, or chat, performing problem-solving steps, and ensuring timely closure of tickets in a secure environment.

Qualifications

• Six years of IT/helpdesk experience required.
• Experience using ServiceNow or another ITSM platform.

Responsibilities

• Respond to phone, email, or chat requests for help.
• Walk users through problem-solving and verify resolution.
• Assist users with contact account resets, unlocking, troubleshooting.
• Create or update incident tickets in the approved system.
• Escalate unresolved issues to the appropriate technical team.
• Run diagnostics and reports to identify malfunctions.
• Maintain complete ticket notes and closure details.

Skills

Communication

Customer service

Team collaboration

Education

High school diploma or GED

Tools

ServiceNow

Job description

USmax Corporation is seeking a Jr Helpdesk Specialist to support the National Geospatial-Intelligence Agency (NGA) in Springfield, Virginia. The full-time, on-site position provides first-line IT support for computers, hardware, software, and account issues, with diagnostic and resolution responsibilities.

Responsibilities include handling inquiries via phone, email, or chat, performing problem-solving steps, and ensuring timely closure of tickets in a secure environment.