• Help Desk Specialist Level 2 with TS/SCI Poly

    Job Locations US-MD-Columbia
    Job ID
    # of Openings
    Information Technology Services
  • Overview

    Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.


    IMG is currently hiring for Help Desk Specialist with TS/SCI Full Scope Polygraph at its Columbia, MD location.


    *There are multiple vacancies in this 24X7X365 operating center. If you are interested, please apply. Must have FSP before consideration. Must be willing to work one of the shifts below. 


    As part of a 24x7 Operations staff, perform the activities associated with the identification, prioritization, and resolution of operational issues to ensure service levels and objectives are met. Refers issues to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verifies user acceptance.


    Responsibilities include:

    1. Acknowledging events received from the Enterprise Management Tools
    2. Opening incidents relating to received events
    3. Troubleshooting  based on defined procedures to resolve the event
    4. Recommending updates to Standard Operating Procedure documents to adapt to new system functionality or configuration changes




    DAY-WD Mon-Fri 0700-1530

    DAY1 Sun-Thurs 0600-1430

    DAY2 Tues-Sat 0600-1430

    SWING1 Sun-Thurs 1400-2200

    SWING2 Tues-Sat 1400-2200

    NIGHT1 Sun-Thurs 2200-0630

    NIGHT2 Tues-Sat 2200-0630



    Required Skills, Experience, and Education:    Three (3) years of experience with a Bachelor’s Degree in a Business, Technical or Math related field. Five (5) years with an Associate’s Degree or seven (7) years’ experience may be substituted for the Bachelor’s Degree. Must have experience working with customer technology and support requirements.

    1. Experience working with SLAs
    2. Strong time management and communication skills
    3. Strong interpersonal and presentation skills
    4. Strong troubleshooting and technical skills in networking and desktop support.
    5. Experience with enterprise management monitoring tools such as HP Open view, Solar winds, or Splunk required
    6. Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required

    Required Clearance:  Candidate must have a TS/SCI polygraph clearance


    Desired: ITIL v3 Foundations certification, Red Hat Certified Administrator (RHCA), Microsoft Solutions Associate (MCSA), Cisco  Certified Network Associate (CCNA), or similar certification desired.




    Respect – We value respecting self, respecting others and the world around us.

    Integrity – We value following through on our promises to our employees and our customers.

    Teamwork – We value the synergy achieved by working together.

    Diversity – We value the impact a different perspective brings to a solution.

    Learning – We value expanding, refining and increasing our understanding.

    Commitment – We value committing to the job at hand.

    Ownership – We value taking ownership over the outcomes of our actions.



    Health, dental, vision, and life insurance

    401(k) with company match

    20 days of personal leave plus paid holidays

    Certification Reimbursement


    Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin


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