Journeyman Help Desk Specialist

Kearney & Company • Dayton, OH

2d • $69,000 - $105,000

About The Position

Kearney & Company is seeking a Journeyman Help Desk Specialist to provide advanced first-level technical support to customers, with a strong focus on complex issue resolution, account provisioning oversight, and mentorship of junior staff. This role serves as a subject matter expert for help desk operations, delivering enterprise customer service, technical assistance, and business process guidance while independently managing issue documentation, analysis, routing, and resolution. The position performs assigned functional duties with minimal oversight and acts as an escalation point for challenging issues and plays a key role in improving processes, documentation, and overall service delivery.

Requirements

• Bachelor’s degree
• Minimum 3 years of relevant experience in help desk support, customer service, financial systems support, or a related field
• Demonstrated experience handling escalated or complex technical issues
• Strong organizational and multitasking skills
• Excellent customer service and communication skills
• Proficiency in Microsoft Office Suite and other relevant software
• Ability to work effectively both independently and in a team environment
• Ability to obtain a U.S. Secret level security clearance (requires US Citizenship)

Nice To Haves

• Experience working with ticketing systems and service management tools
• Exposure to DoD financial management systems
• Understanding of basic financial or accounting processes
• Experience working within the Department of Defense or other federal agencies
• Experience supporting or mentoring junior-level staff
• Experience supporting multiple enterprise systems or SaaS platforms
• IT certifications (e.g., ITIL, CompTIA A+, Network+, or Security+)

Responsibilities

• Provide Enterprise Customer Service Center support by responding to customer inquiries related to system access, navigation, and basic system functionality.
• Independently identify, document, analyze, and triage user issues within the designated ticketing or case management system.
• Perform and oversee user account provisioning, modification, and deprovisioning across multiple systems.
• Assist users with executing system functions and navigating established financial business processes within managed systems, including resolving routine functional issues without escalation.
• Troubleshoot issues that require deeper analysis beyond standard procedures.
• Review and validate work completed by junior analysts.
• Escalate complex or systemic technical and functional issues in accordance with established procedures and support root-cause analysis efforts.
• Provide detailed guidance to users and stakeholders on correctly completing standard and moderately complex tasks and transactions.
• Perform in-depth analysis of customer inquiries to identify trends, recurring issues, and opportunities for process, training, or documentation improvements.
• Collaborate with functional teams, system integrators, and other support groups to resolve issues and support efficient system operations.
• Assist with audits and access reviews, as needed.
• Execute case management responsibilities for tactical and recurring issues, including prioritization, tracking, status updates, and coordination of resolution activities.
• Develop, update, and maintain user-facing documentation, job aids, standard operating procedures, and knowledge base content.
• Support continuous improvement initiatives related to customer service processes, help desk operations, and system usability.
• Assist with testing or rollout of new systems, tools, or procedures.
• Communicate effectively with system owners, internal IT teams, and management

Benefits

• Medical, Dental, Vision, Life, AD&D, and Disability Insurance
• 401(k) Retirement Plan and 529 Education Savings Plan
• Flexible Spending & Health Savings Account
• Accident, Critical Illness, Hospital Indemnity Insurances
• Legal Insurance and Pet Insurance
• Employee Assistance Program, fitness and wellness benefits, and other firm benefits.
• Paid holidays, vacation, and sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level