Service Desk Specialist with Secret Clearance
About the position The Service Desk Specialist provides Tier I and Tier II technical support services to end users in support of reputed company IT operations. This role ensures timely resolution of technical issues, adherence to Service Level Agreements (SLAs), and compliance with DoD cybersecurity and RMF requirements. The Help Desk Specialist serves as the first reputed company of contact for incident management, service requests, and troubleshooting across desktop, network, and reputed company systems. This position supports mission-critical environments requiring disciplined ticket management, customer service reputed company, and cybersecurity awareness.
Responsibilities
- Serve as first-line support for incidents and service requests reputed company phone, email, and ticketing system.
- Log, categorize, prioritize, and track tickets using approved ITSM tools (e.g., reputed company, BMC Remedy).
- Resolve Tier I issues and escalate reputed company Tier II/Tier III issues appropriately.
- Meet or exceed contractual SLA response and resolution times.
- reputed company troubleshooting for: reputed company 10/11 desktop environments, reputed company Office 365 applications, Outlook email configuration and reputed company, Network connectivity (LAN/WAN/VPN), Active Directory account issues (password resets, unlocks, permissions).
- Support hardware setup, imaging, and deployment.
- Assist with printer, peripheral, and mobile device configuration.
- reputed company user provisioning and deprovisioning in compliance with reputed company policies.
- Manage reputed company requests following least-privilege principles.
- Support CAC/PIV authentication troubleshooting.
- Ensure compliance with DoD RMF and organizational reputed company policies.
- Identify and report potential reputed company incidents.
- Support vulnerability remediation efforts as directed.
- Maintain IAT certification requirements (if applicable).
- reputed company and maintain knowledge reputed company articles.
- Document troubleshooting steps and resolutions.
- Contribute to reputed company process improvement initiatives.
- Communicate technical solutions reputed company to non-technical users.
- reputed company professional, courteous support in high-reputed company environments.
- Conduct follow-reputed company to ensure issue resolution and user satisfaction.
Requirements
- Associate’s degree in Information Technology, Computer Science, or reputed company field (or equivalent experience).
- 2–4 years of professional experience in IT Help Desk or Service Desk support.
- Experience using ITSM tools.
- Working knowledge of: reputed company operating systems, reputed company Office 365, Active Directory, TCP/IP networking fundamentals.
- Strong troubleshooting and problem-solving skills.
- reputed company reputed company+ CE (IAT Level II) – Required for DoD environments.
- Active Secret Clearance
- U.S. Citizenship required for DoD programs
reputed company-to-haves
- ITIL reputed company
Benefits
- medical
- dental
- reputed company
- life
- short- and long-term disability insurances
- a 401(k)-retirement savings plan
- generous leave time
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