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# Help Desk Specialist - Cleared

- **Company:** Take2 Consulting
- **Location:** Annapolis Junction, MD, United States (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Extensible Markup Language (XML), SC Clearance, Servicenow
- **Published:** October 9, 2026
- **Apply:** https://www.disabledperson.com/jobs/75938989-help-desk-specialist-cleared

## About the Role

* Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
 * Active Secret clearance is required.
 * Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
 * 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.
 * Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer's discretion. This includes being on-site during the transition period. Must be based around Colorado Springs, CO.
 * 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
 * 0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
 * Remedy v20.02
 * ServiceNow

## Description

Take2 is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland. As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

Shifts:

The position involves 12-hour and 8-hour shifts. This schedule alternates between daytime and overnight shifts to ensure coverage for the 24/7/365 operations.

The Schedule is:

1) Weekday Shift (Sun - Wed) alternating Wednesday

2) Weekend Shift (Wed- Sat) alternating Wednesday

 * Shifts are as following: 5:30 AM - 5:30 PM
 * Typically, 2 - 12-hr shifts and 2 - 8-hour shifts

Specific Responsibilities:

 * 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