On-Site Help Desk Specialist — 24/7 IT Support (Secret)

Zachary Piper, LLC; Maryland; Presencial; USD 45.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO

Paid Holidays

Medical

Dental

Vision

401K

Tuition Reimbursement

Sick leave

Descripción de la vacante

Zachary Piper Solutions is seeking a Help Desk Specialist to support a federal program. This on-site role is located in Annapolis Junction, MD and requires providing first-level technical support, incident management, and strong customer service in a 24x7 environment.

The ideal candidate will troubleshoot account creation requests, password resets, and general IT issues, document incidents in the ticketing system, escalate problems when needed, and support SLAs while participating in shift work

Formación

• 0-3+ years in a Help Desk or similar environment.
• Experience with incident management and ticketing platforms such as ServiceNow, Remedy, Jira.
• Active Secret Clearance required.

Responsabilidades

• Provide first-level technical support via phone, email, tickets, and in-person interactions.
• Troubleshoot account creation requests, account lockouts, password resets, and general IT support issues.
• Document incidents, service requests, troubleshooting efforts, and resolutions within an incident management system.
• Escalate unresolved issues to higher-level support teams and coordinate communication between stakeholders and technical resources.
• Support SLAs while participating in shift work and rotational on-call responsibilities within a 24x7x365 environment.

Conocimientos

Customer service

Communication

Problem-solving

Shift work

Active Secret Clearance

Herramientas

ServiceNow

Remedy

Jira

Descripción del empleo

Zachary Piper Solutions is seeking a Help Desk Specialist to support a federal program. This on-site role is located in Annapolis Junction, MD and requires providing first-level technical support, incident management, and strong customer service in a 24x7 environment.

The ideal candidate will troubleshoot account creation requests, password resets, and general IT issues, document incidents in the ticketing system, escalate problems when needed, and support SLAs while participating in shift work