Help Desk Specialist in Odenton, Maryland at Quevera LLC
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Job Description
Job Description:
Quevera is seeking a talented Help Desk Specialist to join our growing team in Fort Meade, MD.
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.
As a Help Desk Specialist, you'll play a critical role in maintaining and supporting collaboration services used across a secure government environment. Working as part of a small, highly collaborative team, you'll monitor system health, respond to service disruptions, and provide frontline technical support to a large and diverse user community. Whether you're beginning your IT career or looking to expand your technical expertise, Quevera provides the environment, training, and support to help you succeed while contributing to impactful national security missions.
Job Responsibilities:
- Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days.
- Small team, providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government intranet for a large and diverse community of users.
- Provide health and status monitoring and taking appropriate measures when a service outage occurs. Utilize SOPs to perform basic troubleshooting steps to identify the problem, then restart service and/or servers to resolve the issue.
- Document and communicate outage information to co-workers and customers.
- Provide tier 1 response to customer service requests received via phone, email, chat, and tickets.
- Document all communications in a ServiceNow ticket system, escalate tickets as needed.
- Troubleshoot customer accounts and users’ ability to log on to the collaboration environment.
- Provide basic instructions on how to use services to both external and internal customers.
Job Requirements:
- Active TS/SCI with Polygraph clearance required
- Bachelor's degree from an accredited college with no experience required; Associate's degree from an accredited college with 1+ years of relevant technical experience; or High School diploma with 2+ years of relevant technical experience.
- Active IAT Level I certification or higher, compliant with DOD 8570.01-M (A+, CCNA-Security, NET+, SSCP, Security+, etc.)
- Strong communication, problem-solving, and customer service skills.
- Ability to work effectively in a fast-paced operational environment while managing multiple priorities.
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
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.
Rotating Shift work position: 7 days a week, 365 days a year. Generally, 4 days on, 3 days off, with 10 hour work days.