Secret-Cleared Help Desk Analyst - DoD Fort Meade

Soliel, LLC; Fort Meade (MD); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Major medical, dental and vision

Paid holidays

Paid Time Off (PTO)

401k matching

Job summary

Soliel, LLC in Fort Meade, MD is seeking a Help Desk Agent to provide on-site IT support for a DoD customer. You will be the primary contact for incident resolution submitted via ServiceNow and email, ensuring smooth daily operations for government personnel.

Must have an Active SECRET clearance and 2+ years in incident management or customer service; DoD 8570 IAT II certification or Security+ is required. The role offers competitive benefits and a clear career path.

Qualifications

• Active SECRET clearance required.
• 2+ years of incident management or customer service experience.
• CompTIA Security+ or DoD 8570 IAT II certification.
• DISA/DoD experience preferred.
• Analytical skills to troubleshoot devices and apps.

Responsibilities

• Field incoming help requests from end users via ServiceNow tickets and e-mail.
• Coordinate with multiple support teams and vendors for escalations.
• Document the help desk handling process through final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn applicable software and hardware used by the organization.
• Ensure compliance with contractual SLAs and company policies.
• Create reports tracking user and system metrics.

Skills

Secret clearance

Incident management

Customer service

Troubleshooting

Education

DoD 8570 IAT II / Security+ certification

Tools

ServiceNow

MDM

PKI/PKE

Job description

Soliel, LLC in Fort Meade, MD is seeking a Help Desk Agent to provide on-site IT support for a DoD customer. You will be the primary contact for incident resolution submitted via ServiceNow and email, ensuring smooth daily operations for government personnel.

Must have an Active SECRET clearance and 2+ years in incident management or customer service; DoD 8570 IAT II certification or Security+ is required. The role offers competitive benefits and a clear career path.