> Markdown version of [/jobs/ext/2723336-help-desk-specialist-ii](https://www.wearedevelopers.com/jobs/ext/2723336-help-desk-specialist-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Help Desk Specialist II

- **Company:** Patriot, Llc
- **Location:** Columbia, MD, United States (Remote available)
- **Experience:** Starter
- **Salary:** $87,580.0 - $109,020.0
- **Contract:** Permanent contract
- **Skills:** JIRA, Extensible Markup Language (XML), SC Clearance, Servicenow
- **Published:** September 4, 2026
- **Apply:** https://www.careerjet.com/jobad/us0b9b5487ed67db6b76eb9120d1e022c9

## About the Role

Patriot, LLC is looking to add a Help Desk Specialist II l to our mission critical team in Colorado Springs. Candidates MUST have a CURRENT Secret Clearance., Active Secret clearance is required.
Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
0-3+ years of experience in a Help Desk, Service Desk, or Call Center environment, or equivalent customer service experience.
0-3+ years of experience working with Incident Management ticketing systems (e.g., ServiceNow, Remedy, Jira, or similar platforms).
This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.

## Description

Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
Assist customers, troubleshoot problems, and coordinate technical support.
Account creations, account lockouts, password changes
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Log and route service requests and incidents in an incident management system.
Maintain service level agreements related to Desk Side support Service/Incident requests
Direct unresolved issues to the next level of support team member
Establish phone bridge with next level of support and customer leads per SOP's
Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system
Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law.


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray)
- [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)
- [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready)
- [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software)

## Related Articles

- [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing)
- [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)
- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)