Secret-Cleared Help Desk Specialist - 24/7 On-Call Support

Zachary Piper, LLC; Maryland; On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental, Vision

PTO

Sick Leave as required by law

Unlimited opportunities for growth

Job summary

Zachary Piper Solutions is seeking a Help Desk Specialist to join a Federal Program located in Annapolis Junction, MD. The role provides technical support to users by triaging, researching, and answering questions regarding the program and systems.

Responsibilities include assisting customers, managing account changes, logging events, and ensuring timely updates. The candidate must meet recall requirements and participate in a 24x7 on-call schedule, with at least 1 year in a help desk

Qualifications

• 1+ years of experience in Helpdesk/Service Desk/Call Center or equivalent customer service experience.
• 1+ years of experience utilizing an Incident Management Ticketing System such as Remedy v20.02, ServiceNow, or other comparable systems.
• Active Secret Security Clearance is required.

Responsibilities

• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Receive and input critical time data in various formats and ingest it into the vetting system.

Skills

Customer service

Troubleshooting

Communication

Ticketing system usage

Tools

Remedy v20.02

ServiceNow

IT ticketing system

Job description

Zachary Piper Solutions is seeking a Help Desk Specialist to join a Federal Program located in Annapolis Junction, MD. The role provides technical support to users by triaging, researching, and answering questions regarding the program and systems.

Responsibilities include assisting customers, managing account changes, logging events, and ensuring timely updates. The candidate must meet recall requirements and participate in a 24x7 on-call schedule, with at least 1 year in a help desk