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# Junior Help Desk Specialist

- **Company:** Nyla Technology Solutions
- **Location:** Annapolis Junction, MD, United States
- **Experience:** Starter
- **Salary:** $82,000.0 - $96,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Servicenow
- **Published:** June 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=60b482b8b7028fa8

## About the Role

Do you have experience in User training (technical support)?, Do you have a High school diploma or GED?, Bachelor's Degree from an accredited college or university (Zero (0) years of demonstrated Help Desk experience required).

Associate Degree from an accredited college or university + Minimum of 1 year of Help Desk experience.

High School Diploma or equivalent + Minimum of 2 years of Help Desk experience.

## Description

If you love ensuring enterprise services stay up and running, monitoring critical systems, and helping a diverse community of users solve technical challenges, you're in the right place! We are looking for a Junior Help Desk Specialist who shares our drive to deliver reliable solutions and support mission-critical collaboration platforms that make a real difference.

In this role, you will provide service availability monitoring and frontline help desk support for collaboration services hosted on a secure government intranet. You will actively monitor system health, utilize SOPs to troubleshoot and restart services or servers, and deliver top-tier support across phone, email, chat, and ticketing channels on a small, hardworking team., DoD 8570.01-M Compliance: Must maintain a minimum baseline certification of IAT Level I (e.g., A+, CCNA-Security, Network+, SSCP, Security+, or higher).

Service & Health Monitoring: Monitor system health and status, quickly identifying service outages and taking appropriate measures to restore availability.

System Troubleshooting: Utilize SOPs to perform basic technical troubleshooting steps, including restarting services and/or servers to resolve infrastructure issues.

Tier 1 Customer Support: Provide exceptional frontline response to customer service requests received via phone, email, chat, and web tickets.

Ticket Management: Document all technical communications and steps accurately within a ServiceNow ticket system, executing proper escalation paths when necessary.

Account & Access Troubleshooting: Troubleshoot customer accounts and assist users with login, credential, or access issues within the collaboration environment.

Technical Documentation: Document and articulate outage updates and resolutions clearly to both co-workers and customers.

User Enablement: Provide clear, basic instructions on how to navigate and use hosted services to both external and internal customers.


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