Tier 1 Intelink Services Help Desk Specialist

Location: Annapolis Junction, MD
Clearance Required: TS/SCI with Polygraph
Schedule: Rotating Shifts (24/7/365)
Telework: Based on tasking

About the Role

We’re looking for a Tier 1 Help Desk Specialist to join a small, mission‑focused team supporting collaboration services on a secure government intranet. If you enjoy troubleshooting, helping users, and keeping critical services running smoothly, this role offers a fast‑paced environment where your work truly matters.

What You’ll Do

• Monitor service health and system status across a secure collaboration environment

• Take action when outages occur, following SOPs to identify issues and restart services or servers

• Provide Tier 1 support via phone, email, chat, and ticketing systems

• Document all interactions and updates in ServiceNow, escalating tickets when needed

• Communicate outage details and status updates to teammates and customers

• Offer basic instructions and guidance to users on how to access and use collaboration services

• Troubleshoot account issues and assist users with login problems

What You Bring

• TS/SCI with Polygraph

• 4 years of Help Desk experience with an Associate’s degree

  • A Bachelor’s degree may be substituted in lieu of experience

• Compliance with DoD 8570.01‑M, IAT Level I (one of the following):

  • Security+

  • CCNA

  • A+

  • Network+

• Strong communication skills and a customer‑focused mindset

• Ability to work rotating shifts in a 24/7/365 environment

• Comfort working in a small, collaborative team supporting a large user community

www.emtakllc.com