Help Desk Specialist

Location: Patuxent River, MD, US

ShadowObjects, LLC is currently seeking Help Desk Specialists in support of NAVAIR at Patuxent River, MD.

Job Duties/Responsibilities

  • Receive and record, track, resolve and/or escalate all customer inquiries or requests.
  • Follow all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
  • Communicate with customers to provide status, feedback, or general information regarding their request or inquiry for service.
  • Close all resolved incidents or requests as required.
  • Conduct customer satisfaction call backs and record results.
  • Attend ongoing knowledge transfer and training sessions.
  • Stay abreast of all changes in standard operating procedures.
  • Utilize the Knowledge Management System to assist with call resolution.
  • Attend meetings as required.
  • Request assistance or clarification if standard operating procedures are unclear.
  • Provide system monitoring support for requested applications.
  • Perform system updates support for requested applications.
  • Provide system health checks for requested applications.

Education Requirements

High School Diploma
Bachelor’s Degree Preferred

Security Clearance Requirement


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