IT Helpdesk Support Specialist

MetaPhase ConsultingWinchester, Virginia, United StatesOnsite

Description

At MetaPhase, we believe Quirky is Cool and being authentic is the only way to be! We take the work we do very seriously and do a lot of important mission-focused work for our clients. We are individuals with different passions and strengths who take as much joy in the work we do as from those we work with. Today, we have a team that is invested in creating new solutions that lean forward, challenge the status quo, but also reflect our intimate knowledge of our customers’ business. Over the years we have fostered a culture in which we are united by shared values—passion, solidarity, generosity, curiosity, and boldness—and these come alive in the work we do and how we do it. Together, we know our people are our difference—for our clients and our colleagues.

Are you ready to:

Work alongside a dedicated and diverse set of people to offer honest advice and practical guidance to our clients?
Learn and grow by taking advantage of every opportunity available to you?
Be the difference and make it happen?

MetaPhase Consulting is seeking an

IT Helpdesk Support Specialist to join a high-visibility federal program under the FBI's Information Technology Supplies and Support Services (ITSSS) contract. This role provides mission-critical Tier 2/3 support and incident resolution for a secure, fast-paced environment supporting national security. The ideal candidate will have a strong background in technical troubleshooting, customer service, and IT operations in accordance with ITIL and federal compliance frameworks.

What You Will Be Doing:

As an IT Helpdesk Support Specialist, you will provide Tier 3 service desk support in an Agile DevOps environment—resolving incident tickets, managing queue priorities, and adhering to SLAs. You’ll use tools like ServiceNow, Jira, Confluence, and SharePoint to track, document, and escalate issues, while maintainingknowledge articles and standard operating procedures. Additionally, you’ll prepare detailed reports and contribute to process improvement through strong documentation and customer-focused troubleshooting.

What We Need From You (Required):

Current active Top-Secret clearance, with SCI eligibility. U.S. Citizenship required (NO EXCEPTIONS)
Bachelor's degree in Computer Science, Information Systems, or a related technical field
Minimum of (3) years of direct experience in service desk support and report writing in an Agile DevOps environment 
Experience using ticketing and tracking systems such as Jira and ServiceNow.
Detail-oriented use of documentation and knowledge management tools such as Confluence and SharePoint.
Outstanding customer service skills with a desire to solve problems and follow through.
Organize and manage prioritized queues and adhere to SLAs.
Understand and execute escalation procedures and notification chains.
Create, socialize, and leverage knowledge management articles, SOPs, and runbooks.

Work Setup & Clearance:

Winchester, VA
Clearance: Position requires a current, active Top-Secret clearance with the capability to obtain an (SCI) as requested by the government. U.S. Citizenship required (NO EXCEPTIONS)

Travel:

Occasional travel within DC Metro Area

Compensation:

Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is 100k-117k.

About MetaPhase

MetaPhase is different with a purpose - demonstrating a new approach to the industry that puts employees and culture first! We continue to be recognized by industry as one of the fastest growing and most impactful consultancies in the nation, and are aggressively hiring to grow our team:Best Places to Work

Washington Post Top Workplaces – 2022, 2023
Washington's Business Journal’s Best Places to Work – 2021, 2022
Virginia Businesses Best Place to Work – 2021, 2022, 2023
Northern Virginia Technology Council Top 100 Technology Firms – 2020

MetaPhase is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability or veteran status, or any other factors protected by federal, state, or local law.#LI-Hybrid#dice

Life at MetaPhase Consulting

Thrive Here & What We ValueCollaborative work environment | Opportunities for professional growth and development | Flexible work schedule options | Recognition for outstanding performance</s> | MetaPhase values authenticity and being quirky as cool | They take their work seriously but also enjoy the work they do and the people they work with | They foster a culture of shared values, including passion, solidarity, generosity, curiosity, and boldness | They believe that their people are their difference for clients and colleagues</s> | MetaPhase values authenticity, passion, solidarity, generosity, curiosity, and boldness | Emphasizes the importance of people as their difference for both clients and colleagues | Fosters a culture where individuals with different passions and strengths work together to create new solutions that challenge the status quo | Encourages learning and growth opportunities for employees | Recognized by industry as one of the fastest-growing and most impactful consultancies in the nation</s> | MetaPhase believes in being authentic and taking the work seriously while also enjoying it. | They foster a culture where individuals are united by shared values - passion, solidarity, generosity, curiosity, and boldness. | They prioritize their employees and culture above all else.</s> | 1. MetaPhase Believes Quirky is Cool and Being Authentic is the Only Way to Be! | 2. MetaPhase Takes the Work We Do Very Seriously and Does a Lot of Important MissionFocused Work for Our Clients | 3. MetaPhase Fosters a Culture in Which We Are United by Shared Values—Passion, Solidarity, Generosity, Curiosity, and Boldness—and These Come Alive in the Work We Do and How We Do It. | 4. MetaPhase Knows That Our People Are Our Difference—for Our Clients and Our Colleagues. | 5. MetaPhase Is Different with a Purpose Demonstrating a New Approach to the Industry that Puts Employees and Culture First! | 6. MetaPhase Continues to Be Recognized by Industry as One of the Fastest Growing and Most Impactful Consultancies in the Nation, and Are Aggressively Hiring to Grow Our Team: | 7. MetaPhase Is an Equal Opportunity Employer. All Qualified Applicants Will Receive Consideration for Employment Without Regard to Race, Color, Religion, Sex, Sexual Orientation, National Origin, Disability or Veteran Status, or Any Other Factors Protected by Federal, State, or Local Law.</s> | MetaPhase values passion, solidarity, generosity, curiosity, and boldness in their employees and culture | They believe that being authentic is the only way to be and take pride in creating new solutions that lean forward, challenge the status quo, but also reflect their intimate knowledge of their customers’ business. | They prioritize their people as their difference for both clients and colleagues.</s> | 1. MetaPhase believes Quirky is Cool and being authentic is the only way to be. | 2. They take their work very seriously but also enjoy taking joy in the work they do as well as from those they work with. | 3. They foster a culture where shared values unite them, including passion, solidarity, generosity, curiosity, and boldness. | 4. MetaPhase believes that their people are their difference for both clients and colleagues. | 5. They continue to be recognized by industry as one of the fastest growing and most impactful consultancies in the nation.</s> | 2. They take their work very seriously but also foster a culture in which they are united by shared values—passion, solidarity, generosity, curiosity, and boldness—and these come alive in the work they do and how they do it. | 3. MetaPhase believes that their people are their difference—for their clients and colleagues.</s> | People-first and mission-driven consulting firm | Collaborative and innovative team solving real government challenges through data wrangling, visualization, and storytelling | United by shared values—passion, solidarity, generosity, curiosity, and boldness</s> | 1. Shared values of passion, solidarity, generosity, curiosity, and boldness. | 2. United by shared values that come alive in the work we do and how we do it. | 3. Emphasis on employees and culture first approach.</s> | They foster a culture of shared values - passion, solidarity, generosity, curiosity, and boldness | They prioritize their people as their difference for clients and colleagues | They offer honest advice and practical guidance to clients | They take advantage of every opportunity available to learn and grow | They believe in being the difference and making it happen</s> | 1. MetaPhase values authenticity and being quirky | 2. They take their work seriously but also enjoy the work they do and the people they work with | 3. They foster a culture of shared values, including passion, solidarity, generosity, curiosity, and boldness | 4. They believe that their people are their difference for clients and colleagues | 5. MetaPhase is an equal opportunity employer and provides opportunities for all qualified applicants.</s> | 1. Quirky is Cool | 2. Authenticity is the only way to be | 3. Shared Values: Passion, Solidarity, Generosity, Curiosity, Boldness | 4. United by shared values | 5. People are our difference for clients and colleagues.</s> | 1. MetaPhase values authenticity and being quirky. | 2. They foster a culture where employees are united by shared values passion, solidarity, generosity, curiosity, and boldness. | 3. They believe that their people are their difference for clients and colleagues.</s> | 2. They take the work they do very seriously and do a lot of important missionfocused work for their clients. | 3. They foster a culture in which they are united by shared values—passion, solidarity, generosity, curiosity, and boldness—and these come alive in the work they do and how they do it. | 4. MetaPhase is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability or veteran status, or any other factors protected by federal, state, or local law.</s> | 1. MetaPhase believes that being authentic is the only way to be! | 2. They foster a culture where shared values come alive in the work they do and how they do it. | 3. They prioritize their employees and culture above all else.</s> | 1. Passionate and Authentic Work Environment | 2. Shared Values of Solidarity, Generosity, Curiosity, and Boldness | 3. Emphasis on Employee Development and Growth Opportunities | 4. HighVisibility Federal Program under the FBI's Information Technology Supplies and Support Services (ITSSS) contract. | 5. MissionCritical Tier 2/3 support and incident resolution for a secure, fast-paced environment supporting national security.</s>