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 may be subject to a background investigation and/or education verification.
What We Do
SMX is a global technology and advanced engineering provider specializing in Cloud Solutions, C5ISR, and Advanced Engineering / IT. Our tradition of delivering innovative, technical solutions dates back to 1995, however, you may know us better by one of our legacy company names: Trident Technologies, Smartronix, Datastrong, or C2S Consulting Group. With the support of OceanSound Partners, our private equity investment sponsor, we began operating as one business starting in 2019 and became SMX in 2021. We operate in close proximity to our clients around the globe and have core locations in Alabama, California, the DC Metro, Florida, Hawaii, Maryland, and Massachusetts.
Today, as SMX, we are one team and together empower government and commercial enterprises to become more effective, innovative, and resilient, no matter what challenges they face.
SMX offers competitive benefits, excellent work environments, and growth opportunities for our employees while continuing to expand operations and support our communities. We have more than 25 years of rapid and consistent growth with continuous recognition as an employer-of-choice technology company. In addition, we have earned coveted industry quality and business certifications; have a strong commitment to business partnerships, ethics, compliance, and sustainability; and have a multitude of premier contracting vehicles. The combination of these attributes allows us to provide sound, repeatable business solutions yet remain flexible and agile to quickly adapt to specific customer requirements.
Committed to ensuring the highest levels of customer satisfaction, SMX is structured around the programs and technologies we support to provide optimal and seamless operations. We have maintained a reputation for excellence, helping to assure the missions of our Department of Defense, Public Sector, Fortune 1000, and other Government and commercial customers.
