On-Call Help Desk Specialist – Secret Clearance

Net2Source; Maryland; On-site; USD 40,000 - 65,000; Full time

Job summary

Varmoda is seeking a Junior Computer User Support Specialist to provide first-level technical assistance and coordinate support for customers. The role ensures 24x7x365 uptime, with the candidate open to all shifts in a rotational on-call schedule.

Responsibilities include handling tickets via phone, email, or in person, troubleshooting, and updating logs. Candidates must have 0–3 years in help desk work, experience with ServiceNow/Remedy/Jira, and hold an active Secret clearance.

Qualifications

• 0–3+ years in Help Desk or Service Desk environments.
• Experience with incident management ticketing systems.
• Active Secret clearance required.
• US Citizenship required; dual citizenship not allowed.
• Willing to meet recall requirements and work all shifts.
• Open to rotational on-call schedule.

Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Support account creations, account lockouts, and password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests.
• Direct unresolved issues to the next level of support team member.
• Establish phone bridge with next level of support and customer leads per SOP's.
• Receive and input critical time data in various formats and ingest it into the vetting system.
• Convert data received in various formats into a customer-defined format such as XML for ingest into the system.

Skills

Help Desk

Customer service

On-call rotation

Recall requirements

Tools

ServiceNow

Remedy

Jira

Job description

Varmoda is seeking a Junior Computer User Support Specialist to provide first-level technical assistance and coordinate support for customers. The role ensures 24x7x365 uptime, with the candidate open to all shifts in a rotational on-call schedule.

Responsibilities include handling tickets via phone, email, or in person, troubleshooting, and updating logs. Candidates must have 0–3 years in help desk work, experience with ServiceNow/Remedy/Jira, and hold an active Secret clearance.