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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Responsibilities

• Provide superior customer service supporting VTC and telecommunications services for high-visibility customers and partners.
• Produce daily status reports and graphical reporting aids; update these artifacts to meet departmental needs.
• Monitor system progress, generate detailed reports, and email status updates to leadership.
• Provide technical assistance for computer systems, hardware, and software; respond to user queries via phone, email, and chat.
• Run diagnostic programs, isolate problems, determine solutions, and follow up to confirm resolution.
• Create tickets in the approved incident management system for all support calls or route them to the appropriate IT Help Desk.
• Attempt First Call Resolution (FCR) for incoming requests; perform account resets, unlocks, and basic security troubleshooting on first contact.
• Collect user feedback on system usage and run recurring reports to identify persistent malfunctions.
• Perform additional duties as assigned.

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Qualifications

• One of the following:
  • Bachelor's degree; OR
  • Associate's degree; OR
  • High school diploma plus 1+ year of Information Technology experience; OR
  • 3+ years of military experience; OR
  • 1+ year working in a government agency environment.
• Operational experience with ServiceNow (or similar ticketing/ITSM tools).
• Experience supporting customers in the Intelligence Community or other government/mission-driven environments is strongly preferred.
• Strong customer service, organization, and time-management skills.
• Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I certification (A+ CE, CCNA-Security, CND, Network+ CE, SSCP, or equivalent) within 6 months of hire.
• TS/SCI clearance required.
• Successful completion of background and drug screening.

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Preferred Qualifications

• Master’s degree.
• Active CompTIA Security+ certification.

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Knowledge, Skills & Abilities

• Ability to obtain CI polygraph (if required).
• Comfortable working Monday–Friday, 2:00 p.m. – 10:00 p.m. EST (shift-based schedule).
• Ability to work independently and effectively in a team; manage multiple priorities in a fast-paced contracting environment.
• Strong verbal and written communication skills; able to collaborate with diverse internal and external stakeholders.
• Friendly, helpful demeanor and professional phone skills.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and ability to train end users on common technical issues.
• Good problem-solving and troubleshooting skills; able to visualize problems and think abstractly to resolve them.

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Clearance & Screening

• TS/SCI clearance is required at hire.
• Candidates must be able to successfully pass background and drug screening.
• Ability to obtain DoD 8140 IAT Level I certifications within 6 months is required.
• Ability to obtain CI polygraph may be required depending on program assignment.

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Schedule & Location

• Location: North Springfield, VA (onsite/mission-supporting).
• Schedule: Monday–Friday, 2:00 p.m. – 10:00 p.m. EST.

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Salary & Benefits

• Hourly rate: USD $26.83/hr up to USD $28.85/hr (as estimated).
• Benefits: Confidential Client offers a range of employee benefits and professional development resources. Specific benefits will be shared during the hiring process.

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How You'll Grow

Confidential Client invests in career development for all levels. Expect opportunities for on-the-job learning, formal training, and mentorship to advance technical skills and career progression inside the IT and federal support space.

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Confidential Client Culture

Confidential Client promotes a positive, inclusive culture focused on well-being, continuous learning, and community impact. The organization supports professional development and encourages employees to contribute to meaningful work that serves government missions and communities.

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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.