Help Desk Specialist (Tier 1-2) / Application Support Specialist

Goldbelt Incorporated • Rockville, MD

81d • $60,000 - $64,000

About The Position

Goldbelt Apex, a part of the Healthcare Technology Transformation Group, is a data-focused company dedicated to process and quality in every aspect. As experts in healthcare IT, Apex is committed to building systems for healthcare organizations to seamlessly communicate and exchange data across different systems and devices. The Help Desk Specialist (Tier 1-2) is responsible for providing first and second-level technical support to end users across the organization. This role serves as the first point of contact for troubleshooting hardware, software, and network issues, resolving routine problems, and escalating more complex incidents when necessary. The ideal candidate will demonstrate excellent customer service skills, technical aptitude, and the ability to work in a fast-paced IT environment.

Requirements

• Strong customer service orientation with clear, effective communication skills.
• Basic knowledge of Windows OS, Microsoft Office 365, Active Directory, and remote desktop tools.
• Familiarity with help desk software and ticket management systems (e.g., ServiceNow, Zendesk, Jira Service Desk).
• Strong problem-solving skills and ability to plan and deliver technical solutions independently.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and deliver under tight deadlines.
• Strong analytical skills and attention to detail.
• Associate's degree or related certifications.
• Clearance: Public Trust
• Citizenship: US Citizen by birth or naturalization.

Responsibilities

• Respond to incoming support requests via phone, email, or ticketing system, and provide timely, professional assistance to end users.
• Troubleshoot and resolve Tier 1-2 issues related to desktops, laptops, mobile devices, printers, software applications, email, and network connectivity.
• Perform password resets, software installations, account provisioning, and access troubleshooting in accordance with IT policies.
• Document user interactions, issue resolutions, and follow-up actions in the help desk ticketing system.
• Escalate complex technical issues to Tier 3 or appropriate support teams with detailed documentation.
• Support hardware deployments and assist with imaging, setup, and configuration of end-user devices.
• Maintain and update the IT knowledge base and support documentation.
• Collaborate with IT Asset Management to track assigned equipment and verify asset inventory data.
• Participate in the onboarding/offboarding process by preparing and reclaiming IT assets.
• Ensure compliance with IT security and acceptable use policies when handling support issues.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with company matching
• Tax-deferred savings options
• Supplementary benefits
• Paid time off
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Management of Companies and Enterprises
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees