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# Help Desk Specialist

- **Company:** POWER3 SOLUTIONS, LLC
- **Location:** Fort Meade, MD, United States
- **Experience:** Experienced
- **Salary:** $81,000.0 - $85,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Servicenow
- **Published:** September 2, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9136161/help-desk-specialist

## About the Role

* TS/SCI with Polygraph
 * Four (4) years Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.
 * Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+, CCNA, A+, Net+)

## Description

* Provide service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large 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 coworkers and customers.
 * Provide tier 1 response to customer service requests received via phone, email, chat and tickets.
 * Document all communications in a ServiceNow ticket system, escalate tickets as needed
 * Provide basic instructions on how to use services to both external and internal customer.
 * Troubleshoot customer accounts and users' ability to logon to the collaboration environment


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