Help Desk Specialist with Secret Clearance
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Job Location:
Columbia, IN - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Description
Founded in 1989 CALNET Inc. has become one of the fastest growing privately held companies in the Technology Intelligence Analysis and Language Services consulting arena. Headquartered in Reston VA CALNET employees deliver true value to our customers by employing best practices world-class technologies industry expertise in every project. CALNET is ISO 9001 ISO 20000 and CMMI-Level III certified
As a Prime Government Contractor for a major government institution we are currently searching for a talented Help Desk Specialist with Secret Clearance to work in Washington DC
The Help Desk Specialist provides Tier I and Tier II technical support services to end users in support of enterprise IT operations. This role ensures timely resolution of technical issues adherence to Service Level Agreements (SLAs) and compliance with DoD cybersecurity and RMF requirements. The Help Desk Specialist serves as the first point of contact for incident management service requests and troubleshooting across desktop network and enterprise systems. This position supports mission-critical environments requiring disciplined ticket management customer service excellence and cybersecurity awareness.
Primary Responsibilities
1. Service Desk Operations
- Serve as first-line support for incidents and service requests via phone email and ticketing system.
- Log categorize prioritize and track tickets using approved ITSM tools (e.g. ServiceNow BMC Remedy).
- Resolve Tier I issues and escalate complex Tier II/Tier III issues appropriately.
- Meet or exceed contractual SLA response and resolution times.
2. Technical Support
- Provide troubleshooting for:
- Windows 10/11 desktop environments
- Microsoft Office 365 applications
- Outlook email configuration and access
- Network connectivity (LAN/WAN/VPN)
- Active Directory account issues (password resets unlocks permissions)
- Support hardware setup imaging and deployment.
- Assist with printer peripheral and mobile device configuration.
3. Account & Access Management
- Perform user provisioning and deprovisioning in compliance with security policies.
- Manage access requests following least-privilege principles.
- Support CAC/PIV authentication troubleshooting.
4. Cybersecurity & Compliance
- Ensure compliance with DoD RMF and organizational security policies.
- Identify and report potential security incidents.
- Support vulnerability remediation efforts as directed.
- Maintain IAT certification requirements (if applicable).
5. Documentation & Knowledge Management
- Develop and maintain knowledge base articles.
- Document troubleshooting steps and resolutions.
- Contribute to continuous process improvement initiatives.
6. Customer Service & Communication
- Communicate technical solutions clearly to non-technical users.
- Provide professional courteous support in high-tempo environments.
- Conduct follow-ups to ensure issue resolution and user satisfaction.
Required Qualifications
- Associates degree in Information Technology Computer Science or related field (or equivalent experience).
- 24 years of professional experience in IT Help Desk or Service Desk support.
- Experience using ITSM tools .
- Working knowledge of:
- Windows operating systems
- Microsoft Office 365
- Active Directory
- TCP/IP networking fundamentals
- Strong troubleshooting and problem-solving skills.
Certifications (Typical for DoD Contracts)
- CompTIA Security CE (IAT Level II) Required for DoD environments.
- ITIL Foundation (Preferred)
Security Clearance Requirements
- Active Secret Clearance
- U.S. Citizenship required for DoD programs
This opportunity is in Washington DC
CALNET Inc. offers a competitive salary and a generous benefits package. This package includes medical dental vision life short- and long-term disability insurances a 401(k)-retirement savings plan and generous leave time.
CALNET Inc. is an Equal Opportunity Employer. EEO/M/F/D/V
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
