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 maintaining knowledge 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.

Please refer the Job description for details