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# Help Desk Coordinator

- **Company:** Black Bear Technology Solutions
- **Location:** Adelphi, MD, United States
- **Experience:** Experienced
- **Salary:** $50,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Information Technology Operations, SC Clearance, Servicenow
- **Published:** August 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3e6ae9a767fda505

## About the Role

* Experience: Minimum of 5 years in IT support or help desk operations
 * Education: Bachelor's degree OR High School Diploma with an additional 2 years of experience

Certifications (Required):

 * IAT II certification - CompTIA (Network+, Security+, or equivalent)

## Description

The help desk coordinator oversees the processing and resolution of service requests and IT incidents. These roles utilize ITIL best practices and ServiceNow to ensure ticket queues are efficiently managed and service level agreements are met. This position supports seamless IT operations and contributes to improved user experiences across supported environments. Holds Secret Clearance., * Oversee and manage the flow of service requests and incidents using ITIL-based practices.

 * Utilize ServiceNow to monitor ticket progress and maintain incident documentation.
 * Ensure timely problem recognition, research, isolation, resolution, and follow-up steps.
 * Resolve routine issues independently and escalate complex issues to Tier 2 or supervisory staff.
 * Collaborate with Service Desk Leads and IT teams to prioritize and coordinate resolution efforts.
 * Track and report service metrics to improve response and delivery times.
 * Continuously enhance the service desk operation with a focus on user experience and IT process improvement.
 * Train and provide guidance to junior personnel as needed.
 * Maintain efficiency and performance in incident management across enterprise support environments.


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