Help Desk Specialist

About the role

T-Rex is looking for a fully cleared Help Desk Specialist to work on a program in the Fort Meade, Maryland area in support of the Intelligence Community.

This is a rotating shift position: 7 days a week, 365 days a year, generally 4 days on, 3 days off, with 10-hour work days. No overnight shifts.

Responsibilities

• Small team, providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
• Provide health and status monitoring and taking appropriate measures when a service outage occurs.
• Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
• Document and communicate outage information to co-workers and customers.
• Provide tier 1 and 2 responses to customer service requests received via phone, email, chat, and tickets.
• Document all communications in a ServiceNow ticket system, escalate tickets as needed.
• Troubleshoot customer accounts and users' ability to log on to the collaboration environment.
• Provide instructions on how to use services to both external and internal customers.

Requirements

• One (1) year of demonstrated Help Desk experience required with a Bachelor's degree.
• Minimum three (3) years of Help Desk experience with an Associate degree.
• Minimum five (5) years of Help Desk experience with a High School diploma.
• Any degree from an accredited college or university is acceptable.
• Compliance with DOD 8570.01-M with a minimum certification of IAT Level I (A+, CCNA-Security, NET+, SSCP, Security+).
• Active and transferable U.S. government issued TS/SCI with FSP security clearance is required.

Benefits

• PTO available to use immediately upon joining (prorated based on start date)
• Paid parental leave
• Individual and family health, vision, and dental benefits
• Annual budget for training, professional development and tuition reimbursement
• 401(k) plan with company match fully vested after 60 days of employment

Pay

Annual base salary range: $80,000 - $100,000.