Help Desk Specialist

Job Title: Help Desk

Clearance Required: Active Top Secret with SCI eligibility

Position Overview:

We are seeking a qualified Help Desk Specialist to provide Tier I & II support for the NS3 program. This role involves technical troubleshooting, service request management, SCIF security operations, and COMSEC support. The specialist will ensure compliance with ITIL standards and Department of Commerce security protocols.

Key Responsibilities:

• Provide Tier I & II technical support (hardware, software, peripherals, networking) via phone, email, and in-person.
• Monitor help desk queue, manage service tickets, and ensure timely resolution.
• Track, document, and report help desk metrics and aging/open issues.
• Support SCIF/Collateral security operations: access control, clearance validation, visitor management, and facility compliance.
• Manage VTC scheduling, SCIF opening/closing, and user support for classified environments.
• Serve as COMSEC co-custodian: manage keying material, crypto equipment, destruction, inventory, and audits.
• Maintain asset inventory and oversee equipment deployments and refresh cycles.
• Act as a Trusted Agent for CAC issuance.
• Maintain SOPs and documentation for all help desk procedures.
• Coordinate outage communications and emergency support.

Qualifications:

• Clearance: Active Top Secret with SCI eligibility
• Certifications (One or more required):
• CompTIA Security+ CE
• CompTIA A+
• Minimum 3 years of relevant IT/help desk or security support experience
• OR Associate's Degree + 1 year of experience

Other Requirements:

• Familiarity with ITIL-based incident management processes
• Experience supporting COMSEC operations
• Proficiency in Microsoft Office and common desktop hardware/software troubleshooting