CALNET, Inc.

Service Desk Specialist with Secret Clearance

CALNET, Inc.  •  Washington, DC / Vienna, VA (Onsite)  •  16 days ago
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Job Description

Founded in 1989, CALNET, Inc. has become one of the fastest growing privately held companies in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA, CALNET employees deliver true value to our customers by employing best practices, world-class technologies industry expertise in every project. CALNET is ISO 9001, ISO 20000, and CMMI-Level III certified As a Prime Government Contractor for a major government institution, we are currently searching for a talented Service Desk Specialist with Secret Clearance to work in Vienna, VA (Tysons Corner) The Service Desk Specialist provides Tier I and Tier II technical support services to end users in support of enterprise IT operations. This role ensures timely resolution of technical issues, adherence to Service Level Agreements (SLAs), and compliance with DoD cybersecurity and RMF requirements. The Help Desk Specialist serves as the first point of contact for incident management, service requests, and troubleshooting across desktop, network, and enterprise systems. This position supports mission-critical environments requiring disciplined ticket management, customer service excellence, and cybersecurity awareness.Primary Responsibilities1. Service Desk Operations
  • Serve as first-line support for incidents and service requests via phone, email, and ticketing system.
  • Log, categorize, prioritize, and track tickets using approved ITSM tools (e.g., ServiceNow, BMC Remedy).
  • Resolve Tier I issues and escalate complex Tier II/Tier III issues appropriately.
  • Meet or exceed contractual SLA response and resolution times.
2. Technical Support
  • Provide troubleshooting for:
    • Windows 10/11 desktop environments
    • Microsoft Office 365 applications
    • Outlook email configuration and access
    • Network connectivity (LAN/WAN/VPN)
    • Active Directory account issues (password resets, unlocks, permissions)
  • Support hardware setup, imaging, and deployment.
  • Assist with printer, peripheral, and mobile device configuration.
3. Account & Access Management
  • Perform user provisioning and deprovisioning in compliance with security policies.
  • Manage access requests following least-privilege principles.
  • Support CAC/PIV authentication troubleshooting.
4. Cybersecurity & Compliance
  • Ensure compliance with DoD RMF and organizational security policies.
  • Identify and report potential security incidents.
  • Support vulnerability remediation efforts as directed.
  • Maintain IAT certification requirements (if applicable).
5. Documentation & Knowledge Management
  • Develop and maintain knowledge base articles.
  • Document troubleshooting steps and resolutions.
  • Contribute to continuous process improvement initiatives.
6. Customer Service & Communication
  • Communicate technical solutions clearly to non-technical users.
  • Provide professional, courteous support in high-tempo environments.
  • Conduct follow-ups to ensure issue resolution and user satisfaction.
Required Qualifications
  • Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • 2–4 years of professional experience in IT Help Desk or Service Desk support.
  • Experience using ITSM tools .
  • Working knowledge of:
    • Windows operating systems
    • Microsoft Office 365
    • Active Directory
    • TCP/IP networking fundamentals
  • Strong troubleshooting and problem-solving skills.
Certifications (Typical for DoD Contracts)
  • CompTIA Security+ CE (IAT Level II) – Required for DoD environments.
  • ITIL Foundation (Preferred)
Security Clearance Requirements
  • Active Secret Clearance
  • U.S. Citizenship required for DoD programs
This opportunity is in Tysons Corner (Vienna, VA). However, you will undergo training initially in Washington DC.CALNET, Inc. offers a competitive salary and a generous benefits package.  This package includes medical, dental, vision, life, short- and long-term disability insurances, a 401(k)-retirement savings plan, and generous leave time.CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V 
CALNET, Inc.

About CALNET, Inc.

CALNET, Inc. is one of the fastest growing privately held companies in the Intelligence Analysis, Language Services, and IT consulting services arena. Headquartered in Reston, VA, CALNET, Inc. provides world-wide services in CONUS and OCONUS to include Afghanistan, Iraq, Guantanamo Bay, and Korea. CALNET, Inc.'s success as a company depends solely upon providing our clients with the people and solutions they need in a timely and cost effective manner. CALNET has Capability Maturity Model Integration (CMMI) Level 3 for DEV and SVC, ISO 9001:2008, ISO 20000:2010, and ISO 27001:2013 certifications.

The CALNET Group offers the venue where professionals can discuss service issues and industry standards to promote best practices. Our value proposition is based on the talent and experience that CALNET, Inc. and partners bring forward to every engagement. Our company slogan: "Partnership for Success"​ signifies our commitment to win customers one project at a time.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Reston, VA
Year Founded
1989
Website
calnet.com
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