Help Desk Specialist - Ts/sci Clearance

Help Desk Specialist

Zachary Piper Solutions is seeking a Help Desk Specialist to join our team in Dahlgren, VA. The Help Desk Specialist will serve as the initial customer interface for all local IT issues associated with hardware, software, and accounts, recording information in the ITSM system, assigning ticket priority, and submitting support tickets on behalf of the user when necessary.

Responsibilities of the Help Desk Specialist include:

• Provide in-person and live, on-site phone support during standard service hours.
• Respond to customer phone calls and emails directed to the service desk during regular operating hours.
• Document any additional user-provided information in the IT Service Management (ITSM) system.
• Issue a support ticket number via email when users have not submitted one themselves.
• Conduct initial incident diagnosis and analysis, resolving issues immediately when possible or escalating appropriately for further support.
• Apply working knowledge of software included in the Standard Desktop Configuration, such as Microsoft Office, Adobe products, and approved web browsers.
• Deliver comprehensive on-site and phone-based support to end users regarding hardware, software, and network-related issues, and coordinate with field engineers when necessary.
• Set up, configure, operate, and troubleshoot classified systems and networks.
• Use automated help desk tools to streamline support operations.
• Adhere to Department of Defense and Command cybersecurity policies and procedures.
• Perform other duties as assigned

Qualifications for the Help Desk Specialist include:

• Bachelor's degree in relevant disciplines
• 3-7 years of help desk experience
• CompTIA Security+ CE or higher IAT Level II certification
• Maintain technical and management certifications as per DoDM 8140.03
• Must have an active TS/SCI security clearance

Compensation for the Help Desk Specialist includes:

• Salary Range: $80,000 - $86,000 depending on experience
• Comprehensive Benefits: Cigna Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays

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