Helpdesk Support Specialist I

Support a Tier 1 help desk for customer and internal IT requests in an onsite role in Adelphi, MD.

Responsibilities

• Serve as the initial point of contact for user-reported issues and requests.
• Identify, triage, track, assign, resolve, and disposition tickets for customer and internal needs.
• Provide troubleshooting and support across multiple operating systems, including computer imaging, profile creation, application installation, and hardware/software upgrades.
• Track and support printer maintenance, connectivity, and setup.
• Submit and manage service tickets for printer support tasks such as installing toner cartridges and fuse kits.
• Maintain accountability for mobility devices.
• Provide alternate Information Management Officer (IMO) support, including hardware and software requests, workstation and mobile device setup and support, DEPO back up, and email account support.
• Gather, respond to, resolve, or forward customer telecommunications requirements and problems.
• Maintain software license accountability and document lifecycle replacement activities for end user devices including computers, printers, laptops, scanners, and other hardware.
• Submit local service requests (LSRs) and installation RNEC helpdesk ticket requests as appropriate.
• Ensure personal accounts and authentication tokens remain active, secure, and compliant with IT policies to prevent service disruptions.
• Identify hardware components that are out of warranty for warranty replacement or purchase recommendations.
• Coordinate with the Center and the installation RNEC telephone control officer (TCO) to minimize interruptions.
• Manage requests in the ticketing system by collecting information, performing research, and communicating updates to customers.
• Convert Portal tickets to ServiceNow when escalation is required, then track and close issues with customer feedback as part of the process.

Requirements

• Provide Tier 1 help desk support to desktop systems, including imaging, troubleshooting, resolving, escalating, and application troubleshooting.
• Provide DREN Tier 1 support, including troubleshooting and patching DREN and troubleshooting network issues.
• Perform warranty replacement identification or support purchase hardware replacement for out-of-warranty parts.
• Bachelor’s degree in IT, Computer Science, or a related field.
• 5+ years of technical support experience.
• 2+ years in a Tier 1 support role.
• Required certification: Security+ CE.
• U.S. Citizen with a Secret clearance.

Tools & Technologies

• Security+ CE
• SecurityX / CASP+
• CCNP Security
• CISA
• FITSP-O
• GICSP
• SSCP
• DEPO
• ServiceNow
• Portal

Certifications

• Required: Security+ CE
• Desired (not required): SecurityX / CASP+, CCNP Security, CISA, FITSP-O, GICSP, SSCP

Location & Compensation

• Location: Adelphi, MD (onsite)
• Salary: USD 80,000 - 100,000 per year