Tier 1 Help Desk Specialist -TS Clearance required
The Tier 1 Help Desk Specialist provides frontline IT support to a federal customer, assisting approximately 50,000 users with hardware and software issues in a mission-critical environment. This role involves troubleshooting, ticket management, password resets, and remote desktop support, requiring strong communication skills and an active Top Secret clearance. The position is onsite in Huntsville, AL, supporting national security operations through high-quality, courteous technical assistance.
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, government contracting and federal IT services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
Confidential Client is hiring an Entry-Level Tier 1 Help Desk Specialist to deliver courteous, mission-focused technical support for a federal customer. This role provides first-line troubleshooting for large-scale enterprise users and contributes to operational readiness.
- Provide IT support to end users via phone, ticketing system, and remote-access tools
- Triage, troubleshoot, document, and resolve or escalate incident tickets
- Perform password changes and resets on authorized enclaves as required
- Install and support desktop software applications and basic hardware troubleshooting
- Maintain clear, comprehensive diagnostic notes and ticket updates for follow-on support tiers
- Aim for First Call Resolution while escalating appropriately to meet SLAs
- Use metrics and reporting to improve support processes and outcomes
- Communicate status updates and timelines to customers and management professionally
Qualifications
Minimum requirements to be considered:
- Active Top Secret (TS) clearance (required)
- Ability to work onsite in Triana, AL (5 days/week) and flexibility to support a 24/7 operations schedule
- 0–4 years experience in call center, customer service, or help desk environments
- Strong interpersonal, customer-service, and verbal/written communication skills
- Comfortable learning new tools, processes, and procedures quickly
- Bachelor’s degree or equivalent experience; technical certifications are a plus
Work Location & Clearance
- Location: Triana, AL (on-site)
- Clearance: Active Top Secret (TS) required
- Schedule: Able to work in a 24/7 operations environment (shift flexibility required)
Compensation & Benefits
Confidential Client offers a competitive compensation and benefits package designed to support your financial security and well‑being.
- Base salary (annual): $54,400
- Performance bonuses
- Medical, dental, and vision insurance
- 401(k) plan (Traditional and ROTH)
- Basic and voluntary life insurance (including AD&D)
- Short- and long-term disability
- Paid time off and 11 federal holidays
- Parental leave
- Commute benefits
- Training & development and wellness programs
- Community outreach initiatives
Why This Role Matters
You’ll support users who contribute to critical federal missions. If you’re motivated to deliver reliable, secure, and empathetic technical support and already hold a TS clearance, this role offers direct impact and a pathway to grow within government IT services.
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.
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