Help Desk Specialist

Help Desk Specialist

Quevera 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.

HIGHLIGHT'S OF WORKING FOR QUEVERA:

Quevera employees voted Quevera as a TOP EMPLOYER in the Baltimore /DC area by the Washington for 2025 for the 5th consecutive year! Excellent Quevera's Benefits:

Medical/Dental/Vision (100% Employer Paid Medical Plan)

Short/Long Term Disability (Employer Paid)

Life Insurance (Employer Paid)

Yearly $5,000 towards education/training/certification.

Employees are in control of their career path through our Career Pathway Program.

Employer paid Company Vacation Package for you and a guest!

Retirement:

Quevera will match up to 6% towards your 401K and an additional 4% profit sharing!

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+)

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.