About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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Role overview

Confidential Client is hiring a Jr. IPOC Specialist to provide IT support and customer service for high-visibility customers and partners with VTC and telecommunications services. This is a full-time, shift-based role supporting operations Monday–Friday, 2:00 p.m. – 10:00 p.m. EST. TS/SCI clearance is required.

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Primary responsibilities

• Provide timely, professional first‑line technical support via phone, email, and chat.
• Create and update tickets in the approved incident management system (ServiceNow).
• Attempt first-call resolution (FCR) for user requests and escalate when necessary.
• Run diagnostics, isolate problems, and implement documented solutions.
• Produce daily status reports and graphical reporting aids to keep leadership informed.
• Track system progress and run periodic reports to identify recurring malfunctions.
• Perform account resets, unlocks, and basic security troubleshooting on first contact.
• Walk users through problem‑solving processes and follow up to confirm resolution.
• Gather customer feedback and suggest improvements to processes or documentation.
• Perform other duties as assigned.

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Minimum qualifications

• Bachelor’s degree OR Associate’s degree OR High school diploma with 1+ year IT experience OR 3+ years military experience OR 1+ year in a government agency environment.
• Operational experience with ServiceNow or similar incident management tools.
• TS/SCI clearance required; must pass background and drug screening.
• Ability to obtain DoD 8140 (formerly 8570.01‑M) IAT Level I certification (A+ CE, CCNA‑Security, CND, Network+ CE, SSCP) within 6 months of hire.
• Strong customer service, organizational, and time‑management skills.
• Professional phone skills and experience providing technical assistance remotely.

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Preferred qualifications

• Master’s degree.
• Active CompTIA Security+ certification.
• Prior experience working within the Intelligence Community.

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Knowledge, skills & abilities

• Ability to obtain CI polygraph (as required by program).
• Comfortable working independently and as part of a team in a fast‑paced contracting environment.
• Able to manage multiple concurrent tasks with time constraints.
• Strong written and verbal communication skills; able to collaborate with diverse stakeholders.
• Proficient with Microsoft Office (Word, Excel) and commonly used productivity tools.
• Experience training end users on common technical issues and supporting home‑office environments.
• Strong problem‑solving and analytical skills.

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Hours & location

• Location: North Springfield, VA (on‑site / client site).
• Schedule: Monday – Friday, 2:00 p.m. – 10:00 p.m. EST.

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Compensation & benefits

• Pay: USD $26.83/hour — USD $28.85/hour (per source).
• Benefits: Confidential Client offers a broad range of benefits and professional development programs designed to support career growth.

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Culture & professional growth

Confidential Client emphasizes professional development at all levels, providing on‑the‑job learning, formal training opportunities, and mentorship to help team members advance.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.