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

As a Junior Helpdesk Specialist you will deliver first-line IT support to end users contacting the Single-Point-of-Contact IT Service Desk. This role supports federal customers and internal stakeholders for a Confidential Client in the IT industry, providing troubleshooting, incident intake, account support, and follow-up to ensure timely resolution.

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What You’ll Do

• Provide technical assistance and support for computer systems, hardware, and software.
• Respond to user requests via phone, email, and chat; walk users through problem-solving steps.
• Run diagnostic programs, isolate problems, and apply approved solutions.
• Create and update tickets in the incident management system; route calls as needed.
• Attempt First Call Resolution (FCR) where possible and follow up to confirm issues are resolved.
• Provide first-contact account resets, account unlocks, basic troubleshooting, and security error resolution.
• Run reports and collect user feedback to identify recurring malfunctions.
• Perform other duties as assigned to meet Service Desk SLAs.

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Qualifications

• Bachelor’s degree OR Associate degree OR High school diploma/GED 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 is required/preferred.
• Experience within the Intelligence Community is a plus.
• Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I (examples: A+ CE, CCNA-Security, CND, Network+ CE, SSCP) within 6 months of hire.
• TS/SCI security clearance with the ability to obtain a CI polygraph.
• Successful completion of background and drug screening is required.

Preferred

• Active Security+ certification is a plus.

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Knowledge, Skills & Abilities

• Strong customer service and phone support skills; professional demeanor.
• Ability to work independently and collaboratively in a team setting.
• Capable of managing multiple priorities in a fast-paced contracting environment.
• Strong written and verbal communication skills; able to work with diverse stakeholders.
• Proficiency in Microsoft Office (Word, Excel) and experience training end users on common technical issues.
• Good problem-solving and critical-thinking abilities.

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Compensation

• Estimated pay: USD $24.39 / hr up to USD $32.21 / hr.
• Approximate annual estimate (for reference): $50,663 per year (estimated).

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How You’ll Grow

Confidential Client emphasizes professional development across career levels. You’ll have access to on-the-job learning, formal training opportunities, and mentorship to help build technical skills and progress in federal IT support roles.

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Benefits & Culture

Confidential Client offers a supportive workplace culture with a focus on employee well-being and professional growth. Benefits and total rewards vary by role and location; additional details will be provided during the hiring process.

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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.