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+).
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.

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