Jr Helpdesk Specialist

Build Your IT Career Supporting the Intelligence Community

USmax Corporation is seeking a Helpdesk Specialist to support the National Geospatial-Intelligence Agency (NGA) in Springfield, Virginia. 

This position is an opportunity to begin or continue an information technology career in a secure, mission-focused environment. The Helpdesk Specialist serves as a first point of contact for users who need assistance with computer systems, hardware, software, and accounts. The role responds to queries as well as assists in running diagnostic programs, isolating problems, and determining and implementing solutions.

This position provides an exciting chance to join our team of professionals working with cutting-edge technology while simultaneously building first-hand experience in the geospatial intelligence sector.

We welcome all qualified applicants, including those transitioning from military service, particularly with experience in technical support, communications, cyber operations, intelligence systems, customer service, mission operations, or other technology-enabled environments.

The Helpdesk Specialist is full-time onsite at NGA’s Springfield, VA location.

Duties and Responsibilities:

• Respond to phone, email, or chat messages for customers seeking help.
• Walk customers through problem-solving process and follow up with customers to ensure issue(s) were resolved.
• Assist users with contact account resets, unlocking, troubleshooting, and security issue/error resolution.
• Utilize First Call Resolution practices and apply established procedures and knowledge resources to resolve requests during the initial customer contact whenever possible.
• Escalate unresolved or higher-complexity issues to the appropriate technical support team.
• Run diagnostic programs and reports to determine malfunctions that continue to occur.
• Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Helpdesk.
• Maintain complete ticket notes, actions taken, resolution details, and required closure information. 
• Perform other duties consistent with service desk operations and contract requirements.

Education and Experience:

• High school diploma or GED and six years of experience or equivalent combination of education and experience.
• Experience using ServiceNow or another IT service management or ticketing platform.
• IT or helpdesk support experience, preferably supporting the military or Federal Government, with Intelligence Community highly valued. (Relevant military training and experience may be considered in place of traditional commercial help desk experience.)
• Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A+ CE, CCNA-Security, CND, Network+ CE, SSCP, within 6 months of hire. Current DoD 8140-compliant certification preferred.
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals in a fast-paced environment.

Security Clearance:

• Applicants must possess an active TS clearance to be considered for this position. Candidates will not be able to begin work until obtaining SCI clearance and must have the ability to obtain CI Poly Clearance.

Travel: 

• None

 Work Location / Schedule:

• Work is performed 100% on-site in Springfield, VA. 
• Employees must be available for shift work. The assigned shift will be identified during the hiring process.

About USmax: 

USmax Corporation is an award-winning SBA Certified Woman-Owned Small Business and leading provider of innovative professional, technical and enterprise IT services. Our client areas span, national security, public safety and healthcare markets.  

Our commitment to quality and continuous process improvement is demonstrated by our ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2013 registrations. We offer complete program life cycle support through a full range of planning, design, implementation, management, and support services. Our services based on trust, quality, efficiency, and innovation drive the mission of our various federal and commercial customers. 

USmax is certified by the Commonwealth of Virginia Department of Veterans Services as a Virginia Values Veterans (V3) Facility and certified as a V3 Certified Employer. USmax is an avid supporter of the men and women who have served our country. This certification recognizes this achievement and furthers our commitment to veterans and their families.  

USmax is an Equal Opportunity Employer.  Please see our website to learn more about our employment policies or to request accommodation to enable you to apply for employment.

For more information about USmax or to apply for a position, visit www.usmax.com.