Help Desk

T-Rex Solutions • Fort Meade, MD

23h • $70,000 - $90,000 • Onsite

About The Position

T-Rex is seeking a fully cleared Help Desk Specialist to support a program in the Fort Meade, Maryland area for the Intelligence Community. This role involves providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet. The specialist will monitor service health and status, take action during outages, and utilize Standard Operating Procedures (SOPs) for basic troubleshooting, including restarting services and servers. Responsibilities include documenting and communicating outage information, providing tier 1 support via phone, email, chat, and tickets, documenting all communications in ServiceNow, and escalating tickets as needed. The role also involves troubleshooting customer accounts and user login issues, and providing basic instructions on service usage.

Requirements

• Active and transferable U.S. government issued TS/SCI with FSP security clearance is required.
• Zero (0) years of demonstrated Help Desk experience required with a Bachelor's degree.
• Minimum one (1) year of Help Desk experience with an Associate degree.
• Minimum two (2) years of Help Desk experience with a High School diploma.
• Any degree from an accredited college or university is acceptable.
• Compliance with DOD 8570.01-M with a minimum certification of IAT Level I.
• A+, CCNA-Security, NET+, SSCP, Security+

Responsibilities

• 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.
• Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
• Provide basic instructions on how to use services to both external and internal customers.

Benefits

• Competitive salaries
• Performance bonuses
• Training and educational reimbursement
• Transamerica 401(k) and Cigna healthcare benefits
• PTO available to use immediately upon joining (prorated based on start date)
• Paid parental leave
• Individual and family health, vision, and dental benefits
• Annual budget for training, professional development and tuition reimbursement
• 401(k) plan with company match fully vested after 60 days of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level