Help Desk Representative

Prescient Edge • Doral, FL

12d • Onsite

About The Position

Prescient Edge is seeking a Help Desk Representative to support a Federal Government client. This role involves providing technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-related issues. The ideal candidate will be proficient in IT troubleshooting, ticketing systems, and customer service best practices, with strong skills in incident resolution, remote desktop support, and end-user assistance.

Requirements

• Demonstrated experience in resolving Tier 1 and Tier 2 support tickets.
• Experience assisting with enterprise device provisioning.
• Experience maintaining IT asset tracking systems.
• Experience with Microsoft Windows.
• Experience with macOS.
• Experience with cloud-based IT support tools.
• Proficiency in IT troubleshooting methodologies.
• Proficiency in ticketing system usage (e.g., JIRA, ServiceNow).
• Proficiency in customer service best practices.
• Strong skills in incident resolution.
• Strong skills in remote desktop support.
• Strong skills in end user assistance.
• Must be a U.S. Citizen.
• Must be able to obtain a clearance.

Nice To Haves

• CompTIA A+ certification
• ITIL Foundation Certification
• Microsoft Certified: Modern Desktop Administrator Associate

Responsibilities

• Provide technical support for cloud-based and on-premises environments.
• Ensure timely and effective resolution of IT related issues.
• Utilize IT troubleshooting methodologies.
• Use ticketing systems (e.g., JIRA, ServiceNow).
• Apply customer service best practices.
• Resolve incidents.
• Provide remote desktop support.
• Assist end users.
• Resolve Tier 1 and Tier 2 support tickets.
• Assist with enterprise device provisioning.
• Maintain IT asset tracking systems.

Benefits

• Competitive salary with performance bonus opportunities.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• A substantial retirement plan with no vesting schedule.
• Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
• A positive work environment where employees are respected, supported, and engaged.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level