Junior Help Desk Specialist

Job Description

ACTIVE SECURITY CLEARANCE AT THE TS/SCI POLYGRAPH LEVEL IS REQUIRED

If you love ensuring enterprise services stay up and running, monitoring critical systems, and helping a diverse community of users solve technical challenges, you’re in the right place! We are looking for a Junior Help Desk Specialist who shares our drive to deliver reliable solutions and support mission-critical collaboration platforms that make a real difference.

In this role, you will provide service availability monitoring and frontline help desk support for collaboration services hosted on a secure government intranet. You will actively monitor system health, utilize SOPs to troubleshoot and restart services or servers, and deliver top-tier support across phone, email, chat, and ticketing channels on a small, hardworking team.

Location & Work Environment
Location: Annapolis Junction, MD

Work Style: On-site

Schedule: Rotating shift work position (7 days a week, 365 days a year). The schedule is generally 4 days on, 3 days off, with 10-hour work days, offering a predictable routine.

Compensation & Benefits
The annual base salary range for this role is $82,000 - $96,000 (USD), which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from the posted hiring range based upon geographic location, work experience, education, and/or skill level.
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Required Skills

Clearance Requirement: Must be Fully-Cleared with Poly

DoD 8570.01-M Compliance: Must maintain a minimum baseline certification of IAT Level I (e.g., A+, CCNA-Security, Network+, SSCP, Security+, or higher).

Service & Health Monitoring: Monitor system health and status, quickly identifying service outages and taking appropriate measures to restore availability.

System Troubleshooting: Utilize SOPs to perform basic technical troubleshooting steps, including restarting services and/or servers to resolve infrastructure issues.

Tier 1 Customer Support: Provide exceptional frontline response to customer service requests received via phone, email, chat, and web tickets.

Ticket Management: Document all technical communications and steps accurately within a ServiceNow ticket system, executing proper escalation paths when necessary.

Account & Access Troubleshooting: Troubleshoot customer accounts and assist users with login, credential, or access issues within the collaboration environment.

Technical Documentation: Document and articulate outage updates and resolutions clearly to both co-workers and customers.

User Enablement: Provide clear, basic instructions on how to navigate and use hosted services to both external and internal customers.

Education & Experience
Bachelor's Degree from an accredited college or university (Zero (0) years of demonstrated Help Desk experience required).

Associate Degree from an accredited college or university + Minimum of 1 year of Help Desk experience.

High School Diploma or equivalent + Minimum of 2 years of Help Desk experience.

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About Nyla Technology Solutions

Nyla Technology Solutions delivers exceptional Artificial Intelligence (AI), Data Science, and Software Engineering services for the U.S. Government. Nyla embraces a forward-thinking and bold approach at every turn, earning us a solid reputation of technical trendsetters within the industry. We have a passion for developing solutions that have a quick and immediate impact on mission. Headquartered in Columbia, Maryland, our customers love how we tackle their most challenging problems and get things done.

If you have the unique experience and expertise we are seeking, along with the desire and determination to invest your time and energy as a part of Nyla’s team,

Taking Care of All of You
Nyla provides a top-of-market compensation and benefits package. And through our unique Nyla FLEX program, we custom tailor these benefits to best fit your lifestyle.

The Nyla FLEX benefit program is designed to offer you flexibility in the 3 biggest areas of your life: your pay, your leave, and your schedule.

PAY - Nyla starts with 4 weeks of Annual Leave plus 11 holidays and an additional day of Annual Leave for each year you’re at the company. You have the flexibility to cash out your annual leave hours, opt out of other Nyla benefits, and/or arrange for additional hours on contract* (over 40 hrs/week). There’s even an option to earn 1.3 times your hourly rate once you work over 1880 hours on contract!

LEAVE - Want to spend more time with the family? Want more time to travel the world? You can BUY additional annual leave for a total of 6 weeks of annual leave. That’s up to 240 hours of leave plus 11 holidays! That’s not even including paid anniversary leave!

SCHEDULE - Does the traditional 40-hour workweek no longer fit your lifestyle? With Nyla FLEX, you have the freedom to scale down to 30-32 hours while still enjoying the top-notch Nyla benefits you know and love. It's flexibility that works for you without compromising the perks!

WHAT ABOUT OTHER BENEFITS? Nyla’s health care (medical, dental, and vision) is 100% covered by the company. We provide 10% 401k matching - with full vesting day 1! Our Professional Development offers $5,000 per year to be used towards fees, tuition, or time off for your continued growth. We even have a student loan repayment program and we provide 8 hours of volunteering annually so you can support your community, making your world a better place.

To learn more about Nyla's culture and our exceptional benefit packages click here.
Nyla is an equal opportunity employer.