TS/SCI with FS Poly Security Clearance - Help Desk ...

Meridian Knowledge Solutions, LLC, a Visionary Integration Professionals subsidiary, is the leading provider of enterprise, web-based learning management software. Meridian''s powerful yet easy-to-use solutions are leveraged by organizations dedicated to building world-class learning enterprises inspired and focused on delivering exceptional results. Meridian''s software is being used by some of the world''s largest, most successful organizations, including Fortune 500 companies and government agencies. The company is headquartered in Reston, VA. For additional information about Meridian Knowledge Solutions, visit Meridian is seeking a cleared Help Desk support person to join our team on site in Chantilly, VA. This role requires a TS/SCI with FS poly security clearance. In this role, the Help Desk support person will utilize the Help Desk Ticketing System to facilitate development of a Client Help Desk knowledge base and knowledge transfer to the Client Help Desk Staff. Additionally, this role provides critical end user support via phone, a ticketing system and/or Microsoft Teams for employees of our client. The Help Desk support person is the first point of contact for the users who call Helpdesk. While providing the highest level of customer service, the Help Desk support person uses knowledge base tools and SOPs along with their expertise to resolve tier 1 requests in a timely fashion. The Help Desk support person escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Duties and Responsibilities: • Serving as the first point of contact for customers seeking assistance with the Meridian application over the phone or email or ticketing systems • Respond to questions from all emails and callers in a timely manner • Walk the customer through the problem-solving process via the ticket, phone, and/or Microsoft Teams • Become familiar with helpdesk policies and services • Performing remote troubleshooting through diagnostic techniques and pertinent questions • Determining the best solution based on the issue and details provided by customers • Follow-up and update customer status and information Qualifications: • Proven experience as a help desk technician or other customer support role. • Bachelor''s degree required or Associates degree + 2 years additional related experience • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. • Excellent oral and written communication skills. • Solid understanding of Microsoft Office Tools. • Good understanding of software applications; experience providing support for a software application is a plus • Ability to provide support over the phone, good phone skills, professional demeanor, previous customer service experience strongly desired. • Ability to diagnose and resolve basic user issues. • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it. • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations. • Experience working with a help desk or ticketing tool. • Ability to work with or without direct supervision. • To be considered for this position you must be eligible to obtain a TS/SCI with FS poly security clearance. This position is covered by Executive Order 14042. Please take this into consideration when applying.

Created: 2025-11-15