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# Help Desk Specialist

- **Company:** Quevera LLC
- **Location:** Annapolis Junction, MD, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Servicenow
- **Published:** September 27, 2026
- **Apply:** https://www.juju.com/job/16_b8ae3e5011

## About the Role

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+)

## Description

* 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.


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