Junior Help Desk Specialist (DEAMS)

JTEC Consulting•Dayton, OH

22h•Onsite

About The Position

JTEC Consulting is hiring Help Desk Specialists to support the DEAMS help desk. These positions will provide first-level technical support to customers with a primary focus on user account provisioning across multiple systems and responding to fundamental “how-to” and access-related inquiries. This role serves as a key point of contact for customers, ensuring timely, accurate, and courteous support while ensuring issues are properly documented, routed, and tracked. Excellent customer service skills and the ability to work effectively in a team environment are a must. The Junior Help Desk Specialist operates under the oversight of senior help desk personnel and functional leads. Prior experience supporting DEAMS help desk environment is preferred.

Requirements

U.S. citizenship, no dual citizenship
Current Secret clearance; may consider qualified candidates eligible for a security clearance
1+ years of related experience working in a help desk, customer service, financial systems support role, or similar environment
Proficiency working across Microsoft Office Suite of applications
Proficiency working with DEAMS-related technical systems and applications
Demonstrated commitment to providing excellent customer service
Ability to manage workload, organize tasks, and support multiple tasks simultaneously
Effective written and verbal communication skills to exceed in a blended government and contractor team environment

Nice To Haves

Bachelor’s degree or related military training
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 multiple enterprise systems or SaaS platforms
Current IT certifications such as CompTIA A+, ITIL Foundation

Responsibilities

Work as part of a collaborative help desk team
Provision, modify, and deactivate user accounts across multiple systems and applications in accordance with established policies and procedures
Respond to customer inquiries related to system access, navigation, and basic system functionality
Assist users with executing system functions and navigating established financial business processes within managed systems
Troubleshoot and resolve common technical issues, escalating more complex problems to appropriate teams when necessary
Collaborate effectively with teammates in a fast-paced, customer-focused environment to ensure timely resolution of user needs
Document customer interactions, requests, and resolutions within the designated ticketing or case management system
Follow security, compliance, and data protection standards at all times
Conduct preliminary analysis of customer inquiries to identify trends, common issues, and opportunities for process improvement
Provide clear guidance to users and stakeholders on correctly completing standard tasks and transactions
Collaborate with other teams to ensure efficient operation of the organization
Support the creation, maintenance, and distribution of user-facing documentation, job aids, and standard operating procedures
Other duties, as assigned