Help Desk Specialist

Help Desk SpecialistQuevera is seeking a Help Desk Specialist to join our team. At Quevera, we don't just offer jobs—we provide opportunities to be part of a dynamic, forward-thinking community that fosters innovation, collaboration, and personal growth. You'll work with industry experts, take on exciting challenges, and have the creative freedom to build cutting-edge solutions, all while advancing your career in a space that truly values your skills and ideas.Required - Must have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered.Duties and Responsibilities:• Rotating shift work position, 365 days a year, 7 days a week, 24 hours a day. • Small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users. • Provide health and status monitoring and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue. • Document and communicate outage information to co-workers and customers. • Provide tier 1 response to customer service requests received via phone, email, chat, and tickets. • Document all communications in a ServiceNow ticket system, escalate tickets as needed. • Provide basic instructions on how to use services to both external and internal customers. • Troubleshoot customer accounts and users' ability to logon to the collaboration environment.Required Experience:Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted. Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+)Why Join Quevera?Award-Winning CultureQuevera was recognized as a Top Workplace in the Washington, DC/Baltimore region for 2025, marking our fifth consecutive year receiving this distinction based on employee feedback.Outstanding BenefitsWe invest in our employees and their families through a highly competitive benefits package, including:100% employer-paid medical coverage (optional plan)Competitive options for Medical, Dental and Vision insuranceEmployer-paid short-term and long-term disability coverageEmployer-paid life insurance$5,000 annually for education, training, certifications, and professional developmentCareer advancement through our structured IQWay ProgramUp to 6% 401(k) matchAdditional 4% profit-sharing contributionAt Quevera, we believe exceptional people deserve exceptional opportunities. We're more than just a workplace—we're a team of innovators, problem-solvers, and industry experts committed to delivering mission-critical solutions while fostering professional growth, collaboration, and technical excellence.Quevera is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law. Quevera