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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What You’ll Do

The Junior Helpdesk Specialist provides first‑line technical support and excellent customer service for end users contacting the Single-Point-of-Contact IT Service Desk in North Springfield, VA. This role focuses on diagnosing, troubleshooting, and resolving common hardware, software, and account issues while escalating more complex incidents through the approved incident management process.

• Assist users with technical issues related to computer systems, hardware, and software
• Respond to requests via phone, email, and chat and walk users through step‑by‑step solutions
• Run diagnostic programs, isolate problems, and implement or recommend solutions
• Create and update tickets in the incident management system (ServiceNow) for all support calls
• Attempt First Call Resolution (FCR) for incoming requests and follow up to ensure issues are resolved
• Perform first‑contact account resets, unlocks, and basic security troubleshooting
• Run reports and gather feedback to identify recurring issues and improve support processes
• Route or escalate incidents to appropriate teams when needed
• Other duties as assigned

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Qualifications

Candidates should meet one of the following education/experience options and be able to meet the clearance and screening requirements listed:

• Bachelor’s degree OR
• Associate degree OR
• High school diploma or GED AND 1+ years of IT experience, or 3+ years of military experience, or 1+ years in a government agency environment
• Operational experience with ServiceNow is strongly preferred
• Experience supporting Intelligence Community environments is a plus
• Ability to obtain DoD 8140 (formerly 8570) IAT Level I (examples: A+ CE, Network+ CE, CCNA‑Security, CND, SSCP) within 6 months of hire
• TS/SCI security clearance with the ability to obtain a CI polygraph
• Successfully pass background and drug screening

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Preferred Qualifications

• Active Security+ certification
• Previous helpdesk or customer support experience in a cleared environment

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Knowledge, Skills & Abilities

• Strong customer service and phone support skills; professional demeanor
• Ability to work independently and collaboratively on a team
• Good problem‑solving and troubleshooting skills; ability to visualize problems and think abstractly
• Familiarity with Microsoft Office (Word, Excel) and common desktop applications
• Experience training end users and working in both home office and on‑site settings
• Ability to manage multiple tasks in a fast‑paced contracting environment
• Clear written and verbal communication skills; comfortable interacting with diverse stakeholders

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Location & Employment Type

• Location: North Springfield, VA (on‑site at the Single‑Point‑of‑Contact IT Service Desk)
• Employment Type: Full‑time

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Compensation

• Estimated hourly range: USD $24.39/hr to USD $32.21/hr (estimated)
• Estimated annual midpoint reflected elsewhere on the listing: approx. USD $50,722 per year (estimate)

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How You’ll Grow

Our client invests in professional development for team members at every level. Expect on‑the‑job learning, formal training opportunities, and mentorship to help you expand technical skills and advance your career in IT support and federal contracting environments.

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Benefits & Culture

Our client offers a broad range of benefits to support employee wellbeing and career growth. The organization emphasizes a positive, inclusive culture that recognizes individual contributions and encourages balance, health, and engagement through well‑being programs and community initiatives.

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Compliance & Screening

• This role requires successful completion of background checks, drug screening, and the ability to maintain required security clearances (TS/SCI and CI poly as applicable).
• The position participates in E‑Verify.

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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.