Responsibilities: for the Help Desk Specialist include: Provide first-level technical support through phone, email, ticketing systems, and in-person interactions Troubleshoot account creation requests, account lockouts, password resets, and general IT support issues Document incidents, service requests, troubleshooting efforts, and resolutions within an incident management system Escalate unresolved issues to higher-level support teams and coordinate communication between stakeholders and technical resources Support service level agreements (SLAs) while participating in shift work and rotational on-call responsibilities within a 24x7x365 environment Required Qualifications for the Help Desk Specialist include: 0-3+ years of experience in a Help Desk, Service Desk, Call Center, Technical Support, or customer service environment 0-3+ years of experience utilizing incident management and ticketing platforms such as ServiceNow, Remedy, Jira, or similar tools Strong customer service, communication, and problem-solving skills Ability to work any assigned shift and participate in rotational on-call support Active Secret Clearance required Qualifications: for the Help Desk Specialist include: 0-3+ years of experience in a Help Desk, Service Desk, Call Center, Technical Support, or customer service environment 0-3+ years of experience utilizing incident management and ticketing platforms such as ServiceNow, Remedy, Jira, or similar tools Strong customer service, communication, and problem-solving skills Ability to work any assigned shift and participate in rotational on-call support Active Secret Clearance required.