Help Desk Specialist

• Rotating Shift work position, 365 days a year, 7 days a week, 24 hours a day. * 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 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 customers. * Troubleshoot customer accounts and users’ ability to logon to the collaboration environment.

Four (4) years demonstrated Help Desk experience with an Associate’s degree. In lieu of experience, a Bachelor’s Degree may be substituted. Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+)

We invest in our employees and their families through a highly competitive benefits package, including:

• 100% employer-paid medical coverage (optional plan)
• Competitive options for Medical, Dental and Vision insurance
• Employer-paid short-term and long-term disability coverage
• Employer-paid life insurance
• $5,000 annually for education, training, certifications, and professional development
• Career advancement through our structured IQWay Program
• Up to 6% 401(k) match
• Additional 4% profit-sharing contribution

At Quevera, we believe exceptional people deserve exceptional opportunities. We’re more than just a workplace-we’re a team of innovators, problem-solvers, and industry experts committed to delivering mission-critical solutions while fostering professional growth, collaboration, and technical excellence.

Quevera is seeking a Help Desk Specialist to join our team. At Quevera, we don’t just offer jobs-we provide opportunities to be part of a dynamic, forward-thinking community that fosters innovation, collaboration, and personal growth. You’ll work with industry experts, take on exciting challenges, and have the creative freedom to build cutting-edge solutions, all while advancing your career in a space that truly values your skills and ideas., Quevera was recognized as a Top Workplace in the Washington, DC/Baltimore region for 2025, marking our fifth consecutive year receiving this distinction based on employee feedback.