Help Desk Specialist

Baltimore, MD, USA ‚óŹ Durham, NC, USA Req #1820
Thursday, September 1, 2022

Summary: The selected candidate will provide detailed call/problem documentation of reported incidents utilizing Change, Asset and Problem Reporting in the ticketing system. Problem reporting in the ticketing system is required in both real-time voice and emergency notifications. The candidate will identify and report on a wide variety of hardware, software, mainframe access and print problem determination/escalation. Additionally, the individual will dispatch all vendor hardware tickets as established by previously defined priority levels.

Duties & Responsibilities:

Responsibilities include, but are not limited to:

  • Provide detailed call/problem documentation of reported incidents utilizing Change, Asset and Problem Reporting System (CAPRS).
  • Issue problem reporting in the CAPRS is required in both real-time voice and emergency notifications.
  • Identify and report on a wide variety of hardware, software, mainframe access and print problem determination/escalation.
  • Initiate dispatch on all vendor hardware tickets as established by previously defined priority levels.
  • Other duties as assigned.


Minimum Requirements:

  • High School or equivalent
  • Minimum 1 year Call Center Experience
  • Active Comp TIA A+ or HDI-CSR Certification
  • Minimum 1-year Windows Operating System workstation/server experience
  • Minimum 1-year Microsoft Systems Management Server (SMS) 2.0 experience
  • Minimum 1-year Microsoft Exchange/Outlook client/server applications experience
  • Minimum 1-year TCP/IP
  • Minimum 1-year High speed Backbone Network Service (VBNS) experience
  • Multi-Protocol Label Switching (MPLS)
  • Minimum VoIP and Cisco routers
  • The candidate will also be required to become proficient in the use of CAPRS that is used by the agency to detail reported incidents within 2-4 weeks of joining the company.
  • Selected candidate must be able to pass a background check and be eligible to receive a Public Trust level clearance. We will facilitate the clearance process, but the candidate will not be able to begin work until the clearance process is complete (generally 4-5 weeks).
  • In compliance with Executive Order 14042, any successful applicant for this position must be fully vaccinated against COVID-19 or obtain an accommodation from the vaccination requirement based on disability or sincerely held religious belief, on or before the start date.


Equal Opportunity/Affirmative Action Employer. VSE considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status, or any other characteristic protected by law.

VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

Other details

  • Job Family Operations
  • Job Function Computer Support Specialist
  • Pay Type Hourly
Location on Google Maps
  • Baltimore, MD, USA
  • Durham, NC, USA