TS-Clearance IT Helpdesk Specialist — On-Site

USmax Corporation

Springfield (VA)

On-site

USD 55,000 - 75,000

Full time

2 days ago

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Job summary

USmax Corporation is seeking a Helpdesk Specialist to support the National Geospatial-Intelligence Agency (NGA) in Springfield, Virginia. The role serves as the first contact for users needing help with computer systems, hardware, software, and accounts, and involves diagnosing issues and implementing solutions.

This full-time on-site position requires an active TS clearance and the ability to obtain CI Poly clearance.

Qualifications

Six years of IT helpdesk or related experience.
Experience using ServiceNow or other IT service management systems.
Ability to obtain DoD 8140 IAT Level I within 6 months; current certification preferred.
Strong communication and collaboration skills in a fast-paced environment.

Responsibilities

Respond to phone, email, or chat requests for help from users.
Guide users through problem-solving, and verify issue resolution with the customer.
Assist with account resets, unlocks, troubleshooting, and security issues.
Apply First Call Resolution practices using knowledge resources.
Escalate complex issues to appropriate IT support teams.
Run diagnostics and generate reports to identify recurring malfunctions.
Create or route tickets in the incident management system and maintain notes.
Perform other duties consistent with service desk operations and contract requirements.