Help Desk Specialist

Job Description: Quevera is seeking a Help Desk Specialist with an active TS/SCI clearance with Polygraph in Linthicum, Maryland . This role provides service availability monitoring and help desk support for collaboration services hosted on a government intranet. Working within a small team, you will support a large and diverse user community by monitoring service health, troubleshooting technical issues, responding to customer requests, and documenting service outages and support activities.

Job Responsibilities

Monitor service availability, health, and status for collaboration services hosted on a government intranet. Respond to service outages by following standard operating procedures (SOPs) to perform basic troubleshooting, identify issues, and restart services and/or servers as needed. Document and communicate service outage information to coworkers and customers.

Provide Tier 1 and Tier 2 support for customer service requests received through phone, email, chat, and tickets. Document all customer communications in Service. Now and escalate tickets as needed. Troubleshoot customer accounts and user login issues within the collaboration environment. Provide instructions to internal and external customers on how to use available services.

Minimum Requirements: Active TS/SCI clearance with Polygraph required. Meet one of the following education and experience combinations: One (1) year of demonstrated Help Desk experience with a Bachelor's degree. Three (3) years of Help Desk experience with an Associate degree. Five (5) years of Help Desk experience with a High School diploma.

Any degree must be from an accredited college or university. Compliance with DoD 8570.01-M, with a minimum IAT Level I certification (A+, CCNA-Security, Network+, SSCP, or Security+). Why Join Quevera? Award-Winning Culture Quevera was recognized as a Top Workplace in the Washington, DC/Baltimore region for 2025 , marking our fifth consecutive year receiving this distinction based on employee feedback.

Outstanding Benefits We invest in our employees and their families through a highly competitive benefits package, including: 100% employer-paid medical coverage (optional plan) Competitive options for Medical, Dental and Vision insurance Employer-paid short-term and long-term disability coverage Employer-paid life insurance $5,000 annually for education, training, certifications, and professional development Career advancement through our structured iQTouch Program Up to 6% 401(k) match Additional 4% profit-sharing contribution , at company discretion At Quevera, we believe exceptional people deserve exceptional opportunities.

We're more than just a workplace—we're a team of innovators, problem-solvers, and industry experts committed to delivering mission-critical solutions while fostering professional growth, collaboration, and technical excellence. Quevera is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.

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