Remote Overnight Help Desk Specialist (Secret Clearance)

Dunhill Professional Search & Government Solutions; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

Dunhill Government Solutions is seeking a Help Desk Specialist I to support users of multiple software applications on a federal program. This fully remote role operates on the overnight shift (10:00 PM – 6:00 AM CT, Sun–Thu), requiring a current Secret clearance and U.S. citizenship.

The role involves triage, incident creation, documentation, and liaison between customers and developers, with opportunities to contribute to manuals, FAQs, and satisfaction surveys.

Qualifications

• Bachelors with 1 year experience, or Associates with 3 years, or HS diploma with 5 years of experience.
• Current Secret security clearance required.
• Able to work 10:00 PM - 6:00 AM CT, Sunday through Thursday.
• Strong interpersonal, telephone and written communication skills.
• Able to multitask and work in a team-oriented environment; quick learner.

Responsibilities

• Serve as a help desk team member handling inquiries from users of multiple applications.
• Perform initial triage, document problems, create an incident and confirm contact details.
• Monitor network management systems and ensure prompt responses to user requests.
• Collect data for troubleshooting and liaise between customer and developers.
• Escalate to next level and log/track requests as primary contact.
• Resolve basic questions on account administration, navigation and FAQs.
• Help maintain FAQ log and distribute official answers.
• Contribute to help desk manuals and documentation; assist with surveys and trend reports.

Skills

Communication skills

Teamwork

Multi-tasking

Customer service

Education

Bachelor's degree

Associate's degree

High School diploma

Job description

Dunhill Government Solutions is seeking a Help Desk Specialist I to support users of multiple software applications on a federal program. This fully remote role operates on the overnight shift (10:00 PM – 6:00 AM CT, Sun–Thu), requiring a current Secret clearance and U.S. citizenship.

The role involves triage, incident creation, documentation, and liaison between customers and developers, with opportunities to contribute to manuals, FAQs, and satisfaction surveys.