Helpdesk Specialist - Secret-Cleared (APACS/DoD)

Systems Planning & Analysis; Arlington (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Systems Planning and Analysis, Inc. (SPA) in Virginia is seeking Helpdesk Specialists at Junior and Journeyman levels to provide front-line IT support for APACS and Foreign Clearance Program users.

You will assist with account setup, troubleshooting, and adhering to policy-guided procedures in a ticketing environment. Candidates should have an active Secret clearance and strong communication skills; Junior requires a high school diploma, Journeyman a bachelor’s degree or equivalent experience.

Qualifications

• Active Secret clearance and ability to maintain it.
• Strong communication and ability to follow structured procedures in a ticket-based environment.
• Experience with helpdesk or customer-support roles.
• Familiarity with APACS or government case-management systems is a plus.

Responsibilities

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

Skills

Active Secret clearance

Strong communication

Follow procedures

Education

High school diploma

Bachelor's degree or equivalent

Tools

APACS familiarity

Foreign Clearance Guide familiarity

Ticketing tools

DoD IT environments

Job description

Systems Planning and Analysis, Inc. (SPA) in Virginia is seeking Helpdesk Specialists at Junior and Journeyman levels to provide front-line IT support for APACS and Foreign Clearance Program users.

You will assist with account setup, troubleshooting, and adhering to policy-guided procedures in a ticketing environment. Candidates should have an active Secret clearance and strong communication skills; Junior requires a high school diploma, Journeyman a bachelor’s degree or equivalent experience.