Help Desk Specialist

Aberdeen, Maryland
02 Sep 2016
11 Nov 2016
Contract Type
Full Time
Jacobs ISG provides information technology solutions and services to a broad range of both Government and private industry, including Department of Defense, Federal Civilian agencies, healthcare, education, and small/medium business market. Our analysts, engineers, and technicians are highly trained, qualified subject matter experts, understanding each segments specialized business processes, requirements, and functions. Combined with an extensive IT background, Information Solutions Group's enhanced IT services enable our clients to analyze existing business processes, identify process improvements, evaluate associated risks, and develop operational solutions.

The Help Desk Specialist will provide Tier-1 support to end-users for PC, server, or mainframe applications and hardware. Responsibilities include, but are not limited to:
  • Monitor the IT Helpdesk software systems, proper Help Desk ticket routing and escalation of Help Desk calls, and responding to IT network emergencies
  • Work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
  • Simulate or recreate user problems to resolve operating difficulties
  • Recommend systems modifications to reduce user problems
  • Refer more complex problems to intermediate and/or senior level Help Desk Specialists

The selected candidate should:
  • Exhibit knowledge of IT Helpdesk policies and procedures
  • Deliver consistently high quality customer service in a Help Desk environment with superior customer service skills
  • Demonstrate strong communication skills and ability to interact effectively with customers on the phone and through email in accordance with IT Help Desk Service Level Agreements (SLAs)
  • Understand technical issues and effectively resolve client IT software and hardware requests
This position requires the minimum of an Associates degree with 4 years of relevant experience, or a total of 6 years of related experience. An IAT Level II certification is required. A DoD Secret Security Clearance is required.

Essential Functions

Physical Requirements

Requires sitting for extended periods of time at a desk (90%). Requires sitting at a computer terminal for long periods of time (90%). There is a possibility that due to parking availability and location of work area walking moderate to long distances can sometimes be required.

Work Environment

Inside office/cubicle environment. Requires ability to interact professionally with co-workers and all levels of management (100%).

Equipment and Machines

Requires ability to operate a personal computer, a telephone, copier, and other general office equipment (100%). Ability to conduct evaluation of third and fourth generation or current state of the art computer hardware and software and its ability to support specific requirements, interfacing with other equipment and systems.


Attendance is critical. Work hours are normally 8 hours per day and 5 days per week, Monday through Friday. Being prompt is important to provide continuous and on-going service to customers. Attendance is important to maintain continuity of service. Work outside of normal duty hours may be required with as little as one hour advance notice. Overtime is infrequent, but important when required (1%).

Other Essential Functions

Must be able to communicate effectively, both verbally and in writing. Must be able to interface with individuals at all levels of the organization. Must be a U.S. citizen. Must be able to obtain unescorted access to work areas. Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others.

An IAT Level II certification is required. A DoD Secret Security Clearance is required.