Help Desk

About the role

IDR is seeking a Help Desk to join one of our top clients for a remote opportunity. This role involves supporting the operations and maintenance of a critical state eligibility system, providing application, infrastructure, and security support to ensure smooth functionality and modernization efforts. The position is ideal for candidates with a strong background in IT service management and incident resolution.

Responsibilities

• Provide Tier 1 support to users experiencing technical issues related to eligibility systems and portals.
• Manage incident creation, assignment, and tracking within ServiceNow.
• Monitor the status of issues and communicate resolutions effectively to stakeholders.
• Support modernization projects and system enhancements for state government applications.
• Work the night shift hours, offering critical technical assistance during overnight and weekend shifts.

Requirements

• Experience with ITIL Service Management.
• Knowledge of Service Desk operations, including call triage and incident creation.
• Previous experience or exposure to ServiceNow platform.
• Strong communication skills to liaise with users and team members.
• Experience working with cloud-based telephony systems is a plus.

Benefits and Compensation

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.