Are you a tech-savvy problem solver with a passion for helping others? We’re looking for a dynamic Help Desk Specialist to provide top-notch support and ensure smooth IT operations. This position is on site in Quantico, VA and requires a Top-Secret clearance.

Essential Duties and Responsibilities:

Independently, as part of a team, or as a team lead, provides help desk support responsible for in-depth analysis of the issue, including documenting how to recreate an issue, attempting to fix the issue using existing resolutions escalating requests. Responsible for triaging trouble tickets and fielding customer calls concerning users’ ability to use systems. Responsible for tracking requests, updating status, and providing routine progress updates to the Government lead and following up with resolution of the ticket for completeness/quality and customer satisfaction. Oversees team members with elevated account permissions ensuring proper use. Ensures proper documentation of all actions taken by help desk personnel was completed prior to elevating the issue to the software development staff. Responsible for the overall operations of the Help Desk team to include proper shift coverage, timely responses, and reporting performance metrics.

Required Skills / Experience:

Active Top-Secret Clearance
Bachelor’s or master’s degree in engineering, Computer Science, Information Systems, or related
discipline
Experience using ticketing systems to track issues to resolution and using Microsoft Office Suite to include Teams for daily operations
Experience leading help desk teams providing technical support is preferred
Education substitution requires 5+ years’ experience as a help desk specialist providing technical support to an on-site and remote user base
2+ years’ experience in a help desk role providing technical support to on-site and remote users needing support with a wide range of IT systems use issues

**This position is onsite in Quantico, VA 5 days a week. **

Application deadline 1-31-2025

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The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.

The proposed salary for this position is:

$49,300—$73,900 USD

At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.

We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what’s possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.

SMX is committed to hiring and retaining a diverse workforce. All qualified candidates will receive consideration for employment without regard to disability status, protected veteran status, race, color, age, religion, national origin, citizenship, marital status, sex, sexual orientation, gender identity or expression, pregnancy or genetic information. SMX is an Equal Opportunity/Affirmative Action employer including disability and veterans.

Selected applicant will be subject to a background investigation.

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