Helpdesk Specialist Junior

Patriot, LLC is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland based in Annapolis Junction, MD. As a Helpdesk Specialist, you will be responsible for providing technical support to users and clients by triaging, researching, and answering questions regarding the program and systems.

This role requires an active Secret clearance and U.S. citizenship without dual citizenship. Candidates must have 3+ years of relevant experience (up to 2 years may be substituted with education), be within commutable distance, and be willing to work up to 12‑hour shifts, including weekends and holidays, on a rotating basis, with no telework opportunities. The position supports systems with 24x7x365 uptime and requires participation in a 24x7 operations center.

• Provide frontline support for user‑reported issues related to hardware, software, networking, telephony, and user account access.
• Log, track, and resolve incidents using the government‑provided trouble‑ticketing system.
• Respond to calls and emails, provide timely updates to users, and close tickets upon confirmation of issue resolution.
• Escalate unresolved issues following the approved Escalation Plan.
• Support the use of COTS/custom applications, peripheral devices, and backup systems.
• Document daily operational activities and participate in status reporting.

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes.
• Record events and problems and their resolution in logs.
• Follow‑up and update customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests.
• Direct unresolved issues to the next level of support team member.
• Establish phone bridge with next level of support and customer leads per SOP’s.
• Receive and input critical time data in various formats and ingest it into the vetting system; data may be converted to a customer defined format such as XML for ingest.

• Due to federal requirements, only U.S. citizens can be considered. Candidates with dual citizenship cannot be considered.
• Active Secret clearance is required.
• Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
• This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on‑call schedule.
• Telework:
  Candidates must reside within a commutable distance and be available to work onsite at the customer’s discretion. Must be based around Annapolis Junction, MD.
• 0‑3 or more years of experience in Helpdesk/Service Desk/Call Center OR equivalent experience in customer service.
• 0‑3 or more years of experience utilizing any Incident Management Ticketing System such as:
• Remedy v20.02
• Service Now
• Other, comparable systems

Patriot, LLC is committed to a drug‑free workplace. As such, the Company conducts pre‑employment, reasonable cause, random and contract‑mandated testing in accordance with federal and state law.

Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

To request accommodations for the application process please contact  or call 410‑381‑8015.

Company website:

Company address: 9520 Berger Road Suite 212 Columbia MD 21046