Help Desk Specialist
About The Position
The Help Desk Specialist will be responsible for receiving, logging, and tracking incidents and service requests using the approved ticketing process. This role involves performing Tier 1 troubleshooting using Standard Operating Procedures (SOPs) and knowledge base articles, and resolving common issues such as access problems, password resets, and basic application support. The specialist will escalate issues to Tier 3 or Tier 4 as required, while maintaining ticket ownership documentation and ensuring professional customer service and clear communication with users.
Requirements
- High School diploma or GED is preferred.
- 1-5 years of customer service is preferred.
- 0-2 years IT help desk/service desk experience preferred.
- Experience using an ITSM ticketing tool and following escalation workflows preferred.
- Must be able to obtain and maintain government customer Public Trust clearance.
- Customer approval
- Suitability to hold a public trust
- Successful completion of a preemployment background screening
Nice To Haves
- Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar)
Responsibilities
- Receives, logs, and tracks incidents and service requests using the approved ticketing process.
- Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
- Resolves common issues (access, password resets, basic application support).
- Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
- Maintains professional customer service and clear communication with users.
- Uses automated information systems to analyze routine situations.
- Resolves user problems quickly and efficiently.
- Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available.
- Conducts technical research to resolve issues as they are presented.
- Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
- May prioritize for proper action.
Benefits
- Open Paid Time Off
- Paid Holidays
- Company-paid Life/AD&D
- Company-paid Short Term and Long-Term Disability
- Health Insurance with Company Contribution
- 401k Plan with Company Match
- Employee Recognition Program
- opportunity for Employee Referral Bonus
- opportunity for annual Performance Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
