Help Desk System Specialist

Washington, DC (On-Site)

Loyal Source Government Services is seeking a skilled Help Desk System Specialist to support the United States Capitol Police (USCP) program in Washington, DC. This is an exciting opportunity to join a dynamic team supporting mission-critical security and electronic systems operations in a fast-paced government environment. The ideal candidate will have strong technical support experience, exceptional customer service skills, and the ability to work collaboratively with customers, technicians, and stakeholders to ensure timely issue resolution.

Position Details

• Position Title: Help Desk System Specialist
• Location: Washington, DC (On-Site)
• Program: United States Capitol Police (USCP)
• Schedule: Monday-Friday, 7am-3pm Flexible schedule based on operational requirements, including potential nights, weekends, and holidays
• Duration: Long-Term / No End Date
• Start Date: ASAP
• Supervisor: Roy Dalton
• Clearance Requirement: Ability to obtain a Top Secret Clearance
• Citizenship Requirement: U.S. Citizen
• Pay Rate: $43.50 / hour

Key Responsibilities

• Receive and triage customer support requests via phone, email, and help desk systems.
• Create, assign, and track support tickets to ensure timely resolution.
• Coordinate with technicians, customers, and stakeholders to resolve technical issues efficiently.
• Monitor ticket progress and ensure compliance with established Service Level Agreements (SLAs).
• Provide regular communication and status updates to internal teams and customers.
• Review ticket documentation and ensure accuracy of updates and resolution details.
• Support mission-critical security and electronic systems operations.
• Contribute to operational documentation and knowledge base procedures (wiki updates).

Required Qualifications

• High School Diploma/GED with 6+ years of relevant experience, OR
• Associate's Degree with 4+ years of relevant experience, OR
• Bachelor's Degree with relevant related experience.
• Experience providing help desk support in a combination of phone and desktop support environments.
• Strong troubleshooting, customer service, and communication skills.
• Excellent organizational and time management abilities.
• Ability to work effectively with multidisciplinary teams.
• Must be eligible to obtain a Top Secret Security Clearance and maintain U.S. Citizenship requirements.

Preferred Qualifications

• Experience with C•CURE 9000 security management systems.
• Experience with Video Management Systems (VMS).
• Experience supporting physical security systems and/or badge office operations.
• Prior experience supporting government or mission-critical operations environments.
• Ability to obtain applicable vendor professional certifications.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Frequent use of keyboards and standard office equipment.
• Ability to communicate effectively in person, over the phone, and through written correspondence.
• Ability to review, interpret, and document technical information accurately.

About Loyal Source

Loyal Source provides healthcare and technology solutions designed to improve outcomes and support mission-critical operations. Guided by innovation and purpose, we help organizations achieve success across complex challenges worldwide. Loyal Source is a military friendly employer and proud partner of the Military Spouse Employment Partnership program.

Loyal Source uses AI‑powered voice screening as part of our application process. After you apply, you will receive a brief qualification survey via text or email. Candidates who meet the position requirements will then be invited to complete a quick AI‑powered voice assessment. This easy, no‑scheduling‑required process helps us and the candidate move the hiring process forward faster.

We are committed to providing equal employment opportunities to all applicants. If you have a disability or medical condition and need a reasonable accommodation to participate in this step of the hiring process, you may request an alternative method or accommodation at any time by contacting Human Resources at HRmgt@loyalsource.com.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation by contacting HR at HRmgt@loyalsource.com. If you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability, please select the accessibility menu to the (right or left) for more assistance. You can also request reasonable accommodations by contacting a telecommunications relay service by dialing 711 for direct access and assistance (tty).

This contractor and subcontractor abides by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a).
These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors.