Help Desk Specialist
Help Desk Support Specialist, #1001
Clearance: U.S. Citizenship is required. DHS Secret Clearance required. Candidates with dual citizenship cannot be considered per government requirements.
Location: This role is full-time onsite in Annapolis Junction, MD.
Shift Information:
There are 4 shifts at each site, Sunday – Wednesday (day/night) and Wednesday – Saturday (day/ night). Each workweek has two 12-hour and two 8-hour shifts (for a 40-hour workweek).
DAYS
6:30 AM ET – 6:30 PM ET
6:30 AM ET – 2:30 PM ET
10:30 AM ET – 6:30 PM ET
NIGHTS
6:30 PM ET – 6:30 AM ET
6:30 PM ET – 2:30 AM ET
10:30 PM ET – 6:30 AM ET
*Due to the mission environment, full-time candidates will need to be open to all shifts (unless it is a temporary requirement for a set shift).
What You'll be Doing:
- Provide frontline support for user-reported issues related to hardware, software, networking, telephony, and user account access
- Log, track, and resolve incidents using the government-provided trouble ticketing system
- Respond to calls and emails, provide timely updates to users, and close tickets upon confirmation of issue resolution
- Escalate unresolved issues following the approved Escalation Plan
- Support the use of COTS/custom applications, peripheral devices, and backup systems
- Document daily operational activities and participate in status reporting
Required Education, Experience, and Skills:
- 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.
Who We Are
Dev Technology is a growing IT company with an employee-centric culture that works on mission-critical projects for the federal government. We partner with our federal customers to deliver technology services and solutions, and to drive our client’s missions forward through innovation. We use Agile and DevSecOps principles to provide services including application development, biometrics and identity management, cloud and infrastructure optimization, IT and legacy modernization, and data management.
As a Washington Post Top Workplace award winner for the past TWELVE years in a row, the Top Workplaces USA for the past five years, and a recipient of the Companies As Responsive Employers (CARE) Award for the past six years, Dev Technology employees enjoy:
- Generous and flexible time-off policy
- Flexible work schedules and telework options, including remote work availability for eligible projects
- Career development opportunities including a mentorship program, technical and management training through Dev University, hands-on learning through DevLab, tuition reimbursement, and paid training opportunities
- Industry-leading benefits including a choice of two health plans that include dental and vision, flexible spending account, commuter benefits, life insurance, and more
- 401K matching with a 5% matching contribution
- Regular team and company social events including our annual party, happy hours, fitness challenges, and more
- A focus on community engagement including company wide support activities, employer match for donations, and time off for volunteer efforts
- To learn more about working at Dev Technology, visit Working At Dev Technology Group
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
Dev Technology Group operates in the following states: AL, AR, AZ, CO, DC, FL, GA, ID, IL, IN, MD, MA, ME, MI, MN, MO, NC, NJ, OH, OR, PA, SC, TN, TX, VA, WV.
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