Junior Help Desk Specialist

Junior Help Desk Support Specialist, #1067 Clearance: U.S. Citizenship required. DHS Secret Clearance required. Dual citizenship not accepted per government requirements. Location: Full‑time onsite in Annapolis Junction, MD. Shift Information: Four shifts available: Sunday – Wednesday (day/night) and Wednesday – Saturday (day/night). A workweek is composed of two 12‑hour and two 8‑hour shifts for a 40‑hour week. Full‑time candidates must be open to all shifts unless otherwise specified. What You'll be Doing: Provide a first point of contact for customers seeking technical assistance through ticket, phone call, email, or in person Assist customers, troubleshoot problems, and coordinate technical support Account creations, account lockouts, and password changes Record events, 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 Direct unresolved issues to the next‑level support team member Establish phone bridge with the next level of support and customer leads per SOPs Receive and input critical time data in various formats and ingest it into the vetting system. Convert data to a customer‑defined format, such as XML, for ingestion into the system Required Education, Experience, and Skills: Active Secret clearance required. U.S. Citizenship required (dual citizens not eligible due to federal contract requirements). This role supports systems with 24×7×365 uptime. Candidates must be within commutable distance. No opportunities for telework. Must be willing to perform up to 12‑hour shifts, including weekends and holidays, on a rotating basis throughout the year. 0–3 or more years of experience in Helpdesk/ServiceDesk/Call Center or equivalent customer service experience. 0–3 or more years of experience using an Incident Management Ticketing System, such as: Remedy v20.02 ServiceNow Other comparable systems Estimated Salary Range: $36,000 – $40,000. Salary may vary based on education, experience, location, and contractual requirements. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans #J-18808-Ljbffr Dev-Technology-Group