Junior Help Desk Specialist
About The Position
Kearney & Company is seeking a Junior Help Desk Specialist to 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. The position operates under the oversight of senior help desk personnel and functional leads. Responsibilities include but not limited to: 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 functionalit 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
Requirements
- Minimum 1 year of relevant experience in help desk support, customer service, financial systems support, or a related field
- Strong organizational and multitasking skills
- Excellent customer service and communication skills
- Proficiency in Microsoft Office Suite and other relevant software
- Ability to work effectively in a team environment
- Ability to obtain a U.S. secret level security clearance (requires US Citizenship)
Nice To Haves
- Bachelor’s degree
- 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
- IT certifications (e.g., CompTIA A+, ITIL Foundation)
Responsibilities
- 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 functionalit
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
