Help Desk Specialist

Varmoda is hiring a Junior Computer User Support Specialist to provide first-level technical support and customer assistance in a fast-paced, mission-critical environment. The role involves troubleshooting technical issues, managing incidents and service requests, supporting user accounts, maintaining documentation, and delivering exceptional customer service. The ideal candidate will possess strong problem-solving and communication skills, with the ability to support systems requiring 24x7x365 availability. Flexibility to work all shifts and participate in a rotational on-call schedule is required to ensure continuous operational support and service reliability.

Key Responsibilities

• 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.
• Support account creations, account lockouts, and 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.
• Convert data received in various formats into a customer-defined format such as XML for ingest into the system.

Required Qualifications

• 0-3+ years of experience in a Help Desk, Service Desk, or Call Center environment, or equivalent customer service experience.
• 0-3+ years of experience working with Incident Management ticketing systems, such as ServiceNow, Remedy, Jira, or similar platforms.
• Active Secret clearance is required.
• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
• Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
• Candidates must be open to working all shifts.

Preferred Qualifications

• Experience supporting technical assistance requests in a mission critical environment.
• Experience with incident management and service desk processes.
• Experience working with XML or other customer-defined data formats.

Certifications & Clearance

• Active Secret clearance is required.
• US Citizenship is required; dual citizenship cannot be considered.

About Varmoda Varmoda is a federal IT solutions provider founded in 2020 and headquartered in McLean, Virginia, delivering citizen-centric public services across Financial Assistance, Public Benefits, and Security & Defense domains. Our five-layer architecture — Salesforce (Engagement), Databricks (Data), ServiceNow (Orchestration), Pega (Decisioning), and Oracle HR (Capacity) — puts data at the common thread of every solution we build for federal agencies and the citizens they serve. Varmoda holds CMMI Maturity Level 3, ISO 9001, ISO 20000, and ISO 27001 certifications, and is recognized as a V3 veteran-friendly employer.

Why Varmoda

• Growth opportunity within a fast-scaling federal IT firm
• Direct impact on citizen-facing federal programs
• Competitive benefits including 401k, health insurance, Paid Time Off, Life Insurance and others — customize per role/location
• Veteran-friendly (V3) workplace culture