Finality is a young company, founded in 2019 and rapidly growing to support our customers throughout the Federal Government. Our team at TSA sets the bar on high quality IT service delivery, embraces modern technologies and values DevOps quality workplace culture. We offer highly competitive benefits and offer a huge opportunity to excel and grow within the company. U.S. Military Personnel Strongly encouraged to apply! Finality is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. We are seeking an Helpdesk Specialist in an entry level role to join our team.

Specific Responsibilities:

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
• 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
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Create bridge calls for interrupted services, escalating as needed

Requirements:

• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
• Must be able to obtain and maintain a Secret Clearance
• Must be based around the Annapolis Junction, MD area
• This individual will be responsible for the daily operation of mission critical systems on a 24x7x365 workday basis. Shift work will be required
• 0-3 or more years of experience in Helpdesk/ServiceDesk/
• 0-3 or more years of customer service or in a related field
• 0-3 or more years of experience utilizing an Incident Management System o Remedy v20.

20 and/or

ServiceNow Job Type:

Full-time Pay:

$40,000.00 - $48,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Professional development assistance Vision insurance

Education:

Associate (Preferred)

Experience:

Help desk: 3 years (Preferred)

Location:

Annapolis Junction, MD 20701 (Preferred) Security clearance: Secret (Required) Shift availability: Day Shift (Required) Night Shift (Preferred) Overnight Shift (Preferred)

Work Location:

In person