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# Junior Help Desk Support Specialist

- **Company:** Dev Technology Group, Inc.
- **Location:** Anne Arundel County, MD, United States (Remote available)
- **Experience:** Starter
- **Salary:** $36,000.0 - $40,000.0
- **Contract:** Temporary contract
- **Skills:** Issue Tracking Systems, Extensible Markup Language (XML), SC Clearance, Servicenow
- **Published:** June 28, 2026
- **Apply:** https://www.dice.com/job-detail/55c590ff-5d24-4f72-9815-ee4203eda21b

## About the Role

* Active Secret clearance required.
 * U.S. Citizenship required (dual citizens not eligible due to federal contract requirements).
 * This role supports systems with 24x7x365 uptime. All candidates must be within commutable distance. There are no opportunities for telework.
 * This role supports a 24/7 operations center. All candidates must be willing and able to perform up to 12-hour shifts, including weekends and holidays, on a rotating basis throughout the year.
 * 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
 + Other comparable systems

Our estimated salary range for this position is $36,000 - $40,000. This presented salary range is not a guarantee of compensation or salary. The offered salary is based on education, experience, geographic location, and possibly contractual requirements appropriate to the role. *Salary could fall outside of this range.

## Description

* 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, and password changes
 * Record events, 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 support team member
 * Establish phone bridge with the 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 ingestion into the system


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