Full time - Help Desk Specialist (Remote support) with Security Clearance - (Annapolis Junction, MD)

This role is a Tier1/Tier2 Help Desk specialist and will provide technical software, hardware and network problem resolution and make independent decisions by performing question/problem diagnosis in a call center environment. Support is provided desk side with users and by phone. Other assignments include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. This role will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. This role will document and track support activity and clearly communicate technical solutions in a user friendly professional manner. This role uses ability in customer service and technical knowledge gained from prior background to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environment.