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# Help Desk Specialist I - Secret Clearance

- **Company:** DUNHILL PROFESSIONAL SEARCH
- **Location:** San Antonio, TX, United States (Remote available)
- **Experience:** Starter
- **Salary:** $45,760.0 - $49,920.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Desktop Computing, Web Browsers, Microsoft Office, SC Clearance
- **Published:** October 16, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9245245/help-desk-specialist-i-secret-clearance

## About the Role

* High School diploma and 0-1 years of customer service and/or help desk experience
 * Current Secret security clearance
 * Able to work 10:00 PM - 6:00 AM, Sunday through Thursday
 * Proficient with computers, including the Microsoft Office suite and web browsers; fast, accurate typing
 * Strong interpersonal, telephone and written communication skills; confident guiding customers step by step
 * Able to multi-task, work in a team-oriented environment and continually learn new applications; flexible and dependable

Preferred: Strong active listening skills; knowledge of the ITIL framework and processes; prior military experience or knowledge is helpful but not required.

## Description

Dunhill Government Solutions is hiring a Help Desk Specialist I to support users of software applications on a federal program. This is a remote (telework) role for candidates in the San Antonio, TX area, on the overnight shift., * Serve as a member of a help desk team handling inquiries from users of multiple applications

 * Assess each customer's issue, perform initial triage, document the problem, create an incident and confirm the customer's contact information is accurate and complete
 * Perform basic user-problem analysis; assist with monitoring network management systems and ensure a prompt, appropriate response to customer requests
 * Collect screenshots and other data for troubleshooting and act as a liaison between the customer and program developers
 * Escalate to the next level of support and triage to technical staff when appropriate; log and track requests for assistance as a primary user contact
 * Resolve basic questions on account administration, system navigation and functionality, access and FAQs
 * Help compile and maintain a log of Frequently Asked Questions and help manage and distribute official answers
 * Contribute to help desk procedure manuals and documentation; assist with user satisfaction surveys, problem-trend tracking and reports