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# Help Desk Specialist 0

- **Company:** Cornerstone Defense
- **Location:** Columbia, MD, United States
- **Salary:** $80,000.0 - $95,000.0
- **Contract:** Permanent contract
- **Skills:** CompTIA Security+, Issue Tracking Systems, ServiceNow IT Service Management
- **Published:** June 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=2123389b0afcbab9

## About the Role

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, Bachelor's degree with zero (0) years of Help Desk experience; OR
Associate degree with a minimum of one (1) year of Help Desk experience; OR
High School diploma with a minimum of two (2) years of Help Desk experience.
Certifications: Compliance with DoD 8570.01-M with a minimum IAT Level I certification (A+, CCNA-Security, NET+, SSCP, Security+).

## Description

The Help Desk Level 0 Specialist provides first-line monitoring and customer support for collaboration services hosted on a government intranet. This role operates in a rotating shift schedule to provide 24/7/365 coverage. The Help Desk Specialist is responsible for monitoring service availability, performing basic troubleshooting using established SOPs, documenting outages, responding to customer requests, and supporting a large and diverse user community. The position requires strong communication skills, attention to detail, and the ability to follow procedures in a fast-paced operational environment., * Support a rotating shift schedule providing 24/7/365 coverage, typically four (4) days on and three (3) days off, with 10-hour shifts.

 * Monitor service availability and system health for government intranet collaboration services.
 * Take appropriate actions during service outages by following SOPs to conduct basic troubleshooting, identify issues, and restart services and/or servers.
 * Document and communicate outage information to co-workers and customers.
 * Provide Tier 1 customer support via phone, email, chat, and ticketing systems.
 * Document all customer interactions and actions in the ServiceNow ticketing system, escalating tickets as necessary.
 * Troubleshoot customer account issues and support users experiencing login difficulties.
 * Provide basic user instructions for collaboration services to internal and external customers.


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