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Help Desk Specialist 0

Job

ClearanceJobs.com

Annapolis, MD (In Person)

$87,500 Salary, Full-Time

Posted 4 days ago (Updated 1 day ago) • Actively hiring

Expires 7/19/2026

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Job Description

Help Desk Specialist 0
Position:
Help Desk Specialist Level 0
Location:
Annapolis Junction, MDClearance:
Active TS/SCI w/ Polygraph needed to apply
Pay Range:
$80K - 95
KPosition Description:
The Help Desk Level 0 Specialist provides first-line monitoring and customer support for collaboration services hosted on a government intranet. This role operates in a rotating shift schedule to provide 24/7/365 coverage. The Help Desk Specialist is responsible for monitoring service availability, performing basic troubleshooting using established SOPs, documenting outages, responding to customer requests, and supporting a large and diverse user community. The position requires strong communication skills, attention to detail, and the ability to follow procedures in a fast-paced operational environment.
Key Responsibilities:
  • Support a rotating shift schedule providing 24/7/365 coverage, typically four (4) days on and three (3) days off, with 10-hour shifts.
  • Monitor service availability and system health for government intranet collaboration services.
  • Take appropriate actions during service outages by following SOPs to conduct basic troubleshooting, identify issues, and restart services and/or servers.
  • Document and communicate outage information to co-workers and customers.
  • Provide Tier 1 customer support via phone, email, chat, and ticketing systems.
  • Document all customer interactions and actions in the ServiceNow ticketing system, escalating tickets as necessary.
  • Troubleshoot customer account issues and support users experiencing login difficulties.
  • Provide basic user instructions for collaboration services to internal and external customers.
Requirements:
Bachelor's degree with zero (0) years of Help Desk experience; OR Associate degree with a minimum of one (1) year of Help Desk experience; OR High School diploma with a minimum of two (2) years of Help Desk experience.
Certifications:
Compliance with DoD 8570.01-M with a minimum IAT Level I certification (A+, CCNA-Security, NET+, SSCP, Security+).
Position:
Help Desk Specialist Level 0
Location:
Annapolis Junction, MD
Clearance:
Active TS/SCI w/ Polygraph needed to apply
Pay Range:
$80K - 95K
Position Description:
The Help Desk Level 0 Specialist provides first-line monitoring and customer support for collaboration services hosted on a government intranet. This role operates in a rotating shift schedule to provide 24/7/365 coverage. The Help Desk Specialist is responsible for monitoring service availability, performing basic troubleshooting using established SOPs, documenting outages, responding to customer requests, and supporting a large and diverse user community. The position requires strong communication skills, attention to detail, and the ability to follow procedures in a fast-paced operational environment.
Key Responsibilities:
  • Support a rotating shift schedule providing 24/7/365 coverage, typically four (4) days on and three (3) days off, with 10-hour shifts.
  • Monitor service availability and system health for government intranet collaboration services.
  • Take appropriate actions during service outages by following SOPs to conduct basic troubleshooting, identify issues, and restart services and/or servers.
  • Document and communicate outage information to co-workers and customers.
  • Provide Tier 1 customer support via phone, email, chat, and ticketing systems.
  • Document all customer interactions and actions in the ServiceNow ticketing system, escalating tickets as necessary.
  • Troubleshoot customer account issues and support users experiencing login difficulties.
  • Provide basic user instructions for collaboration services to internal and external customers.
Requirements:
Bachelor's degree with zero (0) years of Help Desk experience; OR Associate degree with a minimum of one (1) year of Help Desk experience; OR High School diploma with a minimum of two (2) years of Help Desk experience.
Certifications:
Compliance with DoD 8570.01-M with a minimum IAT Level I certification (A+, CCNA-Security, NET+, SSCP, Security+)....Visit the Employer site for more details