Tier I Helpdesk (TS/SCI)

Take2 Consulting, LLC; Springfield (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

Take2 Consulting, LLC is seeking a Junior Help Desk Analyst to join a federal IT support team providing Tier I operations and maintenance support in Springfield, VA. This role offers hands-on experience in a structured government environment with growth potential into higher support tiers.

You will perform Tier 1 tasks, logging tickets, basic troubleshooting, and documentation, while collecting data for reporting and assisting with SOPs and runbooks.

Qualifications

• Active TS/SCI clearance
• Willingness to obtain a polygraph
• Strong attention to detail and documentation skills
• Ability to work onsite in Springfield, VA, Monday-Friday during core business hours

Responsibilities

• Perform Tier 1 O&M tasks with oversight: ticket logging, status updates, basic troubleshooting, and documenting next steps
• Collect and organize operational data for reporting (ticket counts, categories, aging) and maintain accuracy
• Assist with documentation upkeep (SOPs, runbooks, checklists) and validate clarity
• Provide Tier 1/2 support under supervision: ticket intake and triage, user guidance, and escalation with complete diagnostics
• Perform routine administrative tasks as authorized: account actions, permissions routing, batch job monitoring/support with documented outcomes
• Update SOPs, runbooks, and knowledge articles based on resolved issues and standard procedures
• Support enhancement cycles by executing test cases, recording evidence, and updating test scripts as directed
• Assist in preparing training logistics and material packaging for releases (job aids, step-by-step guides)

Skills

Attention to detail

Documentation skills

Job description

Location: Springfield, VA (onsite)

Clearance: Active TS/SCI required; must be willing to obtain a polygraph

About the Role

We're looking for a Junior Help Desk Analyst to join a federal IT support team providing Tier I operations and maintenance support. This is a great opportunity for someone early in their IT support career to build hands‑on experience in a structured, high-visibility government environment, with room to grow into higher support tiers.

Responsibilities

• Perform assigned Tier 1 O&M tasks with oversight: ticket logging, status updates, basic troubleshooting, and documentation of next steps
• Collect and organize operational data for reporting (ticket counts, categories, aging) and maintain accuracy and consistency
• Assist with documentation upkeep (SOPs, runbooks, checklists) and validate that instructions are clear and usable
• Provide Tier 1/2 support under supervision: ticket intake and triage, user guidance, and escalation with complete diagnostics
• Perform routine administrative tasks as authorized: account actions, permissions routing, and batch job monitoring/support with documented outcomes
• Update SOPs, runbooks, and knowledge articles based on resolved issues and standard procedures
• Support enhancement cycles by executing assigned test cases, recording evidence, and updating test scripts as directed
• Assist in preparing training logistics and material packaging for releases (job aids, step‑by‑step guides)

Required Qualifications

• Active TS/SCI clearance
• Willingness to obtain a polygraph
• Strong attention to detail and documentation skills
• Ability to work onsite in Springfield, VA, Monday-Friday during core business hours