Secret-Cleared Service Desk Pro | IT Support

TIME Systems; Camp Springs (MD); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision

401(k)

HSA / FSA

Disability insurance

Job summary

TIME Systems is seeking a Service Desk Technician to serve as the first contact for customer calls at Joint Base Andrews, Md. The role requires a Secret clearance and DoD 8570 IAT Level II certification, with a focus on resolving Level 1 issues and escalating where necessary.

The ideal candidate will have strong customer service experience, excellent communication skills, and the ability to multitask under pressure while working within an ITSM environment with SLAs.

Qualifications

• HS Diploma or equivalent.
• Current DoD Secret security clearance.
• DoD 8570 IAT Level II certification (e.g. Security+ CE).
• Experience in a customer service or call center environment.
• Excellent written and verbal communication skills.
• US Citizenship required.

Responsibilities

• Provide phone, email, and web support to users as the first point of contact.
• Open tickets via ticketing system and escalate to appropriate teams as needed.
• Troubleshoot hardware, software, applications, and connectivity issues.
• Determine if equipment replacement is warranted and arrange service under warranty.
• Update and coordinate ticket status and communicate progress to users until resolution.
• Adhere to ITSM incident management practices and SLAs.

Skills

Customer service

Communication skills

Multitasking

Education

High School Diploma

Job description

TIME Systems is seeking a Service Desk Technician to serve as the first contact for customer calls at Joint Base Andrews, Md. The role requires a Secret clearance and DoD 8570 IAT Level II certification, with a focus on resolving Level 1 issues and escalating where necessary.

The ideal candidate will have strong customer service experience, excellent communication skills, and the ability to multitask under pressure while working within an ITSM environment with SLAs.