Help Desk Specialist

Finality LLC is seeking an entry-level Help Desk Specialist to support a federal client’s mission-critical systems in defense of the Homeland. In this role, you serve as the first point of contact for technical assistance and help keep day-to-day service moving through incident and service request management on a 24x7x365 schedule.

This position is based onsite in Annapolis Junction, MD and involves shift work to support desk side service and incident SLAs. You will coordinate with customers, troubleshoot issues, document outcomes, and escalate when services are interrupted.

What you will do

• Act as the first point of contact for technical assistance via ticket, phone, email, or in person
• Assist users with troubleshooting and coordinate technical support as issues arise
• Handle account tasks including account creation, account lockouts, and password changes
• Record events and problems, including resolution details, in logs
• Follow up with customers by updating status and relevant information
• Log and route service requests and incidents in an incident management system
• Maintain desk side service/incident SLAs related to support requests
• Create bridge calls for interrupted services and escalate as needed

Requirements

• Due to federal requirements, only US Citizens can be considered (candidates with dual citizenship cannot be considered)
• Must be able to obtain and maintain a Secret Clearance
• Must be based in the Annapolis Junction, MD area
• Responsible for daily operation of mission critical systems on a 24x7x365 workday basis, with shift work required
• 0-3+ years of experience using an Incident Management System
• 0-3+ years of customer service or related experience
• Associate education is preferred
• Help desk experience: 3 years (preferred)

Tools and technologies

• Remedy v20.20
• ServiceNow

Schedule and employment

• Job type: Full-time
• Work location: In person
• Shift availability: Day Shift (Required), Night Shift (Preferred), Overnight Shift (Preferred)

Compensation and benefits

$40,000 - $48,000 per year.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance