Tier 2 Help Desk Specialist – On-Site, TS/SCI

Gladiatoremergence; Fort Meade (MD); Hybrid; USD 48,000 - 88,000; Full time

Job summary

Gladiatoremergence seeks a Level 2 Help Desk Specialist to work on-site at Fort Meade, MD. The role requires a TS/SCI clearance with Full Scope Poly, and a strong background in help desk operations and ticketing.

The candidate will manage user accounts, triage tickets, document actions, and contribute to monthly status reports while maintaining security procedures and process improvements.

Qualifications

• Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related field.
• Five (5) years with an Associate's Degree or seven (7) years experience may be substituted for the Bachelor's Degree.
• Clearance: TS/SCI + Full Scope Poly required at start.

Responsibilities

• Develop understanding of IT process flows and create/maintain user accounts.
• Create Help Desk tickets in designated tracking system and acknowledge receipt.
• Attempt to resolve tickets; communicate resolution and obtain sign-off when possible.
• Document unresolved issues and escalate per process guidelines.
• Assist users with account creation, access, and usage of IT systems.
• Update SOPs to reflect new system functionality or changes.
• Triage and route tickets to Tier 2 help and log actions taken.
• Compile data for monthly status reports and trend analysis.
• Provide daily written and oral communications to Government stakeholders.
• Attend weekly meetings and update Government on ticket status and issues.

Skills

Help Desk experience

Ticketing system

Customer support

Education

Bachelor's degree in Business/Technical/Math

Job description

Gladiatoremergence seeks a Level 2 Help Desk Specialist to work on-site at Fort Meade, MD. The role requires a TS/SCI clearance with Full Scope Poly, and a strong background in help desk operations and ticketing.

The candidate will manage user accounts, triage tickets, document actions, and contribute to monthly status reports while maintaining security procedures and process improvements.