Today
Secret
Unspecified
Unspecified
IT - Support
Annapolis Junction, MD (On-Site/Office)
Job Summary:
Zachary Piper Solutions is looking for a HelpDesk Specialist to assist a federal agency in maintaining the functionality and reliability of mission-critical systems that support national defense operations. In this role, you will serve as a key point of contact for users, providing technical assistance and resolving issues related to system access, performance, and functionality. This is an on-site position in Annapolis Junction, MD.
Responsibilities of the HelpDesk Specialist:
Responsibilities of the HelpDesk Specialist:
Compensation of the HelpDesk Specialist:
Zachary Piper Solutions is looking for a HelpDesk Specialist to assist a federal agency in maintaining the functionality and reliability of mission-critical systems that support national defense operations. In this role, you will serve as a key point of contact for users, providing technical assistance and resolving issues related to system access, performance, and functionality. This is an on-site position in Annapolis Junction, MD.
Responsibilities of the HelpDesk Specialist:
- Serve as the initial contact for users seeking technical help via ticketing systems, phone, email, or in-person interactions
- Troubleshoot user issues, provide guidance, and escalate complex problems as needed
- Perform account management tasks such as creating accounts, unlocking accounts, and resetting passwords
- Document incidents, actions taken, and resolutions in system logs
- Keep users informed on the status of their requests and follow up as necessary
- Log and route service requests and incidents using an incident tracking system
- Ensure compliance with service level agreements for incident and request resolution
- Escalate unresolved technical issues to higher-tier support teams
- Initiate phone bridges with technical teams and client leads according to standard operating procedures
- Process and format incoming time-sensitive data for ingestion into vetting systems, including converting data into formats like XML as required
Responsibilities of the HelpDesk Specialist:
- Must be available to support a 24/7/365 operational environment, including participation in an on-call rotation
- 0-3 years of experience in a Helpdesk, Service Desk, Call Center, or similar customer support role
- Familiarity with incident management platforms such as:
- Remedy (v20.02)
- ServiceNow
- Comparable ticketing systems
- Active Secret security clearance
Compensation of the HelpDesk Specialist:
- Salary range: $40,000-$45,000 *based on experience*
- Comprehensive benefit package: Full Medical, Dental, and Vision, 401k w/ ADP, PTO, Sick Leave as required by law, paid holidays
group id: 10430981
