Zachary Piper Solutions is seeking a Help Desk Specialist to support a federal program. This position is fully on-site in Annapolis Junction, MD. The Help Desk Specialist will provide first-level technical support, incident management, and customer service for operational IT systems in a 24x7 environment Responsibilities for the Help Desk Specialist include: • Provide first-level technical support through phone, email, ticketing systems, and in-person interactions • Troubleshoot account creation requests, account lockouts, password resets, and general IT support issues • Document incidents, service requests, troubleshooting efforts, and resolutions within an incident management system • Escalate unresolved issues to higher-level support teams and coordinate communication between stakeholders and technical resources • Support service level agreements (SLAs) while participating in shift work and rotational on-call responsibilities within a 24x7x365 environment Required Qualifications for the Help Desk Specialist include: • 0–3+ years of experience in a Help Desk, Service Desk, Call Center, Technical Support, or customer service environment • 0–3+ years of experience utilizing incident management and ticketing platforms such as ServiceNow, Remedy, Jira, or similar tools • Strong customer service, communication, and problem-solving skills • Ability to work any assigned shift and participate in rotational on-call support • Active Secret Clearance required Compensation for the Help Desk Specialist includes: • Salary Range: $45,000 - $60,000 depending on experience • Full Benefits Package: PTO, Paid Holidays, Medical, Dental, Vision, 401K, Tuition Reimbursement, Sick leave as required by law This job was posted on November 6, 2026 and will be open for 30 days. #LI-KH1 #LI-ONSITE SEO Keywords: Help Desk Specialist, Help Desk Analyst, Service Desk Analyst, IT Support Specialist, Technical Support Specialist, Desktop Support Technician, IT Help Desk, ServiceNow, Remedy, Jira, Incident Management, Ticketing Systems, Customer Support, Technical Troubleshooting, Active Secret Clearance, Security Cleared IT Jobs, Account Management, Password Reset Support, Enterprise IT Support, Technical Service Desk, IT Operations, Service Level Agreements, Shift Work IT, On-Call Support, Transportation Security Technology, Annapolis Junction Jobs, Maryland IT Jobs, Entry Level IT Jobs, Technical Support Jobs, Help Desk Jobs Maryland