Help Desk Support Specialist

Hunter Strategy

1d•$70,000 - $81,000

About The Position

Hunter Strategy is looking for an experienced Help Desk Support Specialist to provide Tier 2 and Tier 3 support for the USDA Farm Production and Conservation (FPAC) Shared Service Center. This role handles the incidents and service requests that need more than a front-line fix. You will diagnose hardware and software problems, restore service, and work directly with users over the phone and through remote access. Strong diagnostic skills and clear, patient communication matter here as much as technical depth. You are often the person who gets a user back to work and explains what happened along the way, so the ability to talk someone through a problem and document it well is central to the job.

Requirements

Demonstrated help desk experience, including responding to user queries over the phone and through remote sessions.
Proven ability to assess and diagnose computer hardware and software problems and implement effective solutions.
Advanced knowledge of computer software and hardware systems.
Excellent diagnostic skills.
High-level written and verbal communication skills, with the patience to guide users through problems step by step.
Experience diagnosing hardware and peripheral issues remotely and coordinating repair or replacement.
Experience providing basic computer training to end users.
Discipline to maintain accurate ticket records and clear support documentation.

Responsibilities

Respond to client support queries and provide support over the phone and through remote access.
Diagnose issues across computer software, peripherals, and hardware, including running software diagnostic tools and interpreting error and log data.
Provide advanced technical support for incidents and service requests that require deeper investigation than front-line support, covering application, infrastructure, access, integration, and performance issues.
Restore service directly, or coordinate escalation when an issue needs another team.
Talk clients through basic problem solving steps and provide basic computer training.
Install, upgrade, and configure software systems, and support remote software deployments and updates.
Coordinate hardware repair, replacement, or dispatch when a fix requires physical action, and track it through to completion.
Maintain accurate ticket records, complete support tickets, and follow up with clients through resolution.
Communicate status clearly to users and technical teams throughout the life of a ticket.
Identify recurring problems and contribute to root-cause analysis and knowledge articles.
Write training manuals and support documentation.
Support approved changes.
Participate in scheduled or after-hours operational coverage as needed.