Service Desk Customer Support Representative I/II - Secret Clearance

About the role

First and second touch for a large DoD user base – account and access issues, Windows and Office 365, VPN and remote access, printers, peripherals, mobile devices. Triage, document and route in the ticketing system; own your queue and see tickets through rather than handing them off. Walk users through fixes over the phone and in chat, clearly and without jargon – on this program that skill matters more than any single tool. Escalate cleanly to Tier 2 and the infrastructure teams, with enough detail that they do not have to start over.

Requirements

• An active Secret clearance.
• Security+ preferred (DoD 8570/8140 IAT Level II). Not holding it today does not stop you applying; tell us where you stand – hold it, in progress, or not yet started.
• Familiarity with HDI or ITIL is desirable – not required.
• Service desk, help desk or desktop support experience in a business or government environment.
• Willing to work on-site at Quantico, on a day, swing or night/weekend shift.

Pay

$32.00 – $45.29 per hour, depending on experience, certifications and shift. Night and weekend shifts sit at the upper end of the range.

Schedule

• Day, swing, and 4×10 night/weekend shifts available.
• 4×10: four ten-hour days, three days off every week.

Benefits

• The 4×10 night schedule: four ten-hour days and then three days off every week, not a rotation you wait your turn for.
• New contract, 30 seats going in at once – the people who start now set how the desk runs, and they move up first.
• Tier 1 here is a starting line, not a ceiling; Tier 2, systems, network and supervisor seats are also on the same contract at the same site.
• Your clearance keeps working: active Secret, on-site, on a long-term federal program – no gap, no downgrade.
• The employer is rated by its own employees, year after year, among the Top 50 Best Places to Work.