IT Help Desk Specialist

Hendall•Rockville, MD

2d•$60,000 - $70,000

About The Position

The Help Desk Specialist provides Tier 1 technical support for web-based training platforms and online systems. This role serves as the first point of contact for user inquiries, technical issues, and access requests, ensuring timely resolution and high-quality customer service. The ideal candidate is customer-focused, technically proficient, and comfortable managing multiple support requests in a structured, ticket-driven environment while collaborating with development and project teams.

Requirements

A minimum of three years Help Desk/Customer Service experience
Ability to work alternate hours when needed
Ability to work independently
A minimum of one-year experience with ServiceNow software
Strong analytical and problem-solving skills
Good listening and communication skills
Comprehensive understanding of how a help desk operates and functions
Creative problem-solving skills
Working knowledge of online systems
Ability to learn quickly, work well under pressure, and meet tight deadlines

Nice To Haves

College degree preferably in an Information Technology field
A minimum of five years Help Desk/Customer Service experience
A professional attitude and excellent customer service skills
Prior experience working in a health-care environment with health-care related applications

Responsibilities

Provide Tier 1 help desk support for web-based training platforms and online applications
Respond to user inquiries, troubleshoot issues, and provide clear guidance related to system access, registration, and course usage
Manage, document, and track support tickets using an established ticketing system, ensuring issues are resolved or escalated appropriately
Analyze reported issues to determine root causes and support timely resolution or escalation to senior technical staff
Track assigned tickets and cases to completion, providing status updates as needed
Assist users via phone, email, and remote desktop tools while maintaining a professional and customer-focused approach
Collaborate with development and project teams to support system requirements, testing, and validation of website functionality
Support development and maintenance of training-related materials, including user guides, manuals, and presentation content
Execute system reports and provide data or summaries to support operational or project needs
Work under the guidance of senior staff to resolve more complex technical or system issues
Take ownership of assigned tasks or support initiatives, communicating progress and completing work within established timelines
Actively communicate availability and workload status to management to support effective resource planning
Follow established support processes, documentation standards, and service-level expectations
Perform other duties as assigned in support of project and business needs