Help Desk Associate Jobs in Silver Spring, MD (NOW HIRING)

Description

Employment Type: Full-time, W2 position with Cogent People Inc. This is a direct hire position with full benefits. 

Location: Hybrid Columbia MD 3 times per week OR Remote (as applicable to role) 

Work Authorization Requirements 

To comply with government contracting requirements, candidates must meet all of the following: 

• Must be a U.S. Citizen, Permanent Resident, or valid EAD holder  
• Must have lived in the United States for at least 3 of the past 5 years  
• Must be currently authorized to work in the U.S. without sponsorship  

Sponsorship (H-1B) is not available for this position (now or in the future). Candidates who do not meet these requirements will not be considered. 

Clearance Requirement 

Public Trust required or ability to obtain, depending on assignment. 

About Cogent People Inc. 

Cogent People Inc. is a government consulting and technology services firm supporting mission-critical federal and commercial programs. We deliver secure, scalable, and modern digital solutions across complex IT environments. 

Our teams thrive at the intersection of engineering excellence and mission impact, building systems that matter. 

Job Overview 

Cogent People Inc. is seeking a Help Desk Jr. Analyst (1 Position) to provide Tier 1 intake support for system users. 

This role is responsible for assisting users with system access, navigation, and basic issue resolution while escalating more complex issues to appropriate support teams. The Help Desk Jr. Analyst also supports documentation of common issues and solutions to improve user experience and service efficiency. 

The ideal candidate will bring strong customer service, communication, and troubleshooting skills in a technical support environment. 

This position may be contingent upon contract award.

Requirements

What You'll Do 

Tier 1 User Support 

• Provide Tier 1 intake support for system users.  
• Assist users with system access, navigation, and basic troubleshooting.  
• Respond to user inquiries and support requests in a timely manner.  

Issue Resolution & Escalation 

• Identify, document, and escalate complex issues to higher-level support teams.  
• Ensure accurate capture of user issues and initial troubleshooting steps.  
• Follow established procedures for issue resolution and escalation.  

Documentation & User Experience Support 

• Document common issues, solutions, and troubleshooting steps.  
• Contribute to knowledge base content to improve support efficiency.  
• Support overall user satisfaction and system usability. 

What We're Looking For 

• Associate's degree in a related field or equivalent experience.  
• 2+ years of experience in help desk, technical support, or customer service roles.  
• Strong communication and interpersonal skills.  
• Basic understanding of system navigation and user support processes.  
• Ability to troubleshoot basic technical issues.  
• Ability to work in a fast-paced support environment.  
• Strong attention to detail and documentation skills. 

What Will Set You Apart 

• Relevant certifications 
• Experience supporting federal programs 
• Knowledge of Agile and DevSecOps 
• Experience with CMS or healthcare environments 

Why Cogent People Inc.? 

At Cogent People, we combine technical excellence with a mission-driven culture. Our teams work on meaningful, high-impact projects that support government and enterprise transformation initiatives. 

We offer: 

• Competitive compensation  
• Career growth and professional development opportunities  
• Exposure to complex, mission-critical systems  
• A collaborative and supportive team environment  
• Long-term client engagements with stability and continuity  

We are a Certified Great Place to Work, committed to building an inclusive and high-performance culture. 

Benefits 

• Medical, Dental, and Vision Insurance (comprehensive coverage)  
• 401(k) with company match  
• Company-paid life insurance  
• Short-term and long-term disability coverage  
• Paid Time Off: 3 weeks annually + 10 paid holidays  
• Employee assistance and wellness resources (as applicable)  

Compliance Notice 

Cogent People Inc. conducts employment verification for all candidates. Misrepresentation of work authorization, residency history, or professional experience will result in disqualification. 

We are an Equal Opportunity Employer (EEO) and evaluate all applicants based on qualifications, experience, and role requirements. 

We do not engage third-party recruiters for this role unless explicitly stated.