Help Desk Specialist
About The Position
Are you a dedicated, adaptable professional passionate about solving technical challenges in a fast-paced, critical environment? Do you thrive in a dynamic team setting and have the expertise to provide effective, efficient, timely, and valuable support for internal and external mission partners? We're looking for a customer-focused, problem-solving guru with the skills and certifications to manage dynamic workloads while delivering exceptional support to our mission partners. As an information technology professional, you know how to interface with customers and leadership to understand needs and gain insight on shared delivery performance. You will be providing Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement, updating tickets daily with complete notes, and ensuring tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on all inquiries. Ready to build the future of shared delivery for the better? Join us. The world can’t wait.
Requirements
- Experience providing Help Desk support in a high-demand and fast-paced environment
- Experience tracking, analyzing, and resolving technical incidents systematically using industry-standard software
- Experience with Microsoft Windows, macOS, and cloud-based IT support tools
- Knowledge of ITIL processes and Agile workflows
- HS diploma or GED and 3+ years of experience in Help Desk Support, or Bachelor’s degree in Information Technology, Information Systems, Computer Science, or Cybersecurity and 1+ year of experience in Help Desk Support
Nice To Haves
- Experience with Jira and Confluence
- Knowledge of Azure, AWS, or Cloud technologies
- Ability to learn emerging IT technologies
- Possession of excellent organizational skills
- Possession of excellent written and verbal communication skills, to interact across all organizational levels
- CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate Certification
Responsibilities
- Providing Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement
- Updating tickets daily with complete notes
- Ensuring tickets are resolved to the customer’s satisfaction before they are closed
- Educating and providing policy guidance on all inquiries
Benefits
- health, life, disability, financial, and retirement benefits
- paid leave
- professional development
- tuition assistance
- work-life programs
- dependent care
- recognition awards program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
