Help Desk Specialist

Zachary Piper Solutions is seeking a Help Desk Specialist to support a federal program. This position is fully on-site in Annapolis Junction, MD. The Help Desk Specialist will provide first-level technical support, incident management, and customer service for operational IT systems in a 24x7 environment

Responsibilities for the Help Desk Specialist include:

• Provide first-level technical support through phone, email, ticketing systems, and in-person interactions
• Troubleshoot account creation requests, account lockouts, password resets, and general IT support issues
• Document incidents, service requests, troubleshooting efforts, and resolutions within an incident management system
• Escalate unresolved issues to higher-level support teams and coordinate communication between stakeholders and technical resources
• Support service level agreements (SLAs) while participating in shift work and rotational on-call responsibilities within a 24x7x365 environment

Required Qualifications for the Help Desk Specialist include:

• 0-3+ years of experience in a Help Desk, Service Desk, Call Center, Technical Support, or customer service environment
• 0-3+ years of experience utilizing incident management and ticketing platforms such as ServiceNow, Remedy, Jira, or similar tools
• Strong customer service, communication, and problem-solving skills
• Ability to work any assigned shift and participate in rotational on-call support
• Active Secret Clearance required

Compensation for the Help Desk Specialist includes:

• Salary Range: $45,000 - $60,000 depending on experience
• Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Tuition Reimbursement, Sick leave as required by law

This job was posted on October 30, 2026 and will be open for 30 days.

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