• 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. • Provide basic instructions on how to use services to both external and internal customers.• Troubleshoot customer accounts and users’ ability to logon to the collaboration environment.

Required Experience:

Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted. Certifications: Compliance with DoD 8570.01-M with a minimum certification of IAT Level I (SEC+; CCNA; A+; Net+)

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:

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.