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Help Desk Specialist

Location: Washington, DC, United States
Date Posted: Jun 26, 2025

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Description

Title: Help Desk Specialist

Location: Washington, DC (On-Site)

Terms: Full-Time

Clearance: Top Secret / SCI Required

Travel: 0-10%

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.

That's RIVA. Our employee-first approach has cultivated a culture that attracts the best and brightest. By investing in people first and providing a flexible work environment, our employees experience higher morale, increased productivity, and lower turnover. At RIVA, people are our #1 priority.

RIVA is seeking reliable and customer-focused Help Desk Specialists to support the Department of Commerce (DOC). The ideal candidates will provide Tier I and Tier II IT support services, manage incident resolution, and ensure exceptional end-user experiences in a classified environment.

Key Responsibilities include:

Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in person.

Diagnose and troubleshoot hardware, software, networking, and system issues.

Manage and prioritize service tickets using DOC's ticketing system, ensuring timely resolution.

Document, track, and monitor reported issues and service requests through to resolution.

Install, configure, and maintain desktop and laptop hardware, printers, telephones, and related peripherals.

Support SCIF and collateral space operations, including access control, visitor management, and monitoring security protocols.

Provide scheduled support coverage during operating hours (Monday-Friday, 7:00 am - 5:00 pm).

Coordinate video teleconference (VTC) setups and manage classified hoteling spaces.

Ensure all users accessing classified networks have appropriate clearances, authorization, and need-to-know.

Assist with COMSEC material handling, destruction documentation, and semi-annual inventories.

Participate in root cause analysis for recurring issues and recommend system or process improvements.

Maintain detailed technical documentation and standard operating procedures.

Support asset inventory tracking, equipment refreshes, and deployment of new systems.

Requirements:

Bachelor's Degree in Information Technology, Computer Science, or a related field; or equivalent experience

3+ years of IT help desk or technical support experience.

Strong understanding of hardware/software troubleshooting methodologies.

Familiarity with Active Directory, Microsoft Windows, Microsoft Office Suite, and ticket management systems.

Ability to provide excellent customer service and resolve technical issues efficiently.

Must have an active Top Secret / SCI clearance.

Preferred Skills and Experience:

Experience supporting Department of Commerce (DOC) or federal agency IT operations.

Familiarity with ITIL-based incidents, problems, and change management processes.

Experience with Cisco networking equipment, VPNs, and encryption devices.

Industry certifications such as Security+, Network+, or ITIL Foundations are preferred but not required.

Salary: Max of $90,000 a year, based on experience

RIVA Benefits:

Health, Dental, and Vision Coverage

Life Insurance

Retirement Benefits / 401K with Company Matching

HSA/FSA Spending Accounts

Long- and Short-Term Disability

Pet Insurance

Wellness Program Initiatives

RIVA Flex

Additional Workplace Benefits

RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any protected class. If you need a reasonable accommodation to search for a job opening or to submit an online application, please email [email protected]. Only messages left for this purpose will be returned.

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Help Desk Specialist

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