Help Desk Support Specialist
About Our Client
The organization operates in the IT service delivery sector, focusing on supporting and managing data applications and migration strategies. It addresses challenges in delivering reliable technical assistance and software maintenance support, particularly for government clients, aiming to enable customers to adapt quickly to changing environments through innovative and cost-effective solutions.
About the Opportunity
The Help Desk Support Specialist role is critical in providing technical support within a Help Desk environment, ensuring continuous operation and customer satisfaction. This position involves working closely with developers and engineers to maintain and support software applications, resolve user issues, and contribute to process improvements. The role supports essential operational continuity and enhances user experience through responsive and effective problem solving.
Responsibilities
- Provide 24x7 Help Desk support, including software maintenance assistance.
- Support Commercial Off-The-Shelf (COTS) products, customized desktop and web applications, and databases.
- Manage user account administration and resolve technical and functional user problems.
- Respond promptly to system user requests and perform diagnostic evaluations.
- Resolve issues via phone or escalate to appropriate support tiers as needed.
- Communicate effectively in both written and verbal formats.
- Work primarily weekdays on Eastern Standard Time, with occasional weekend shifts.
Requirements
- U.S. citizenship with eligibility for Public Trust clearance.
- Bachelor’s degree in IT preferred.
- Minimum of 4 years relevant experience.
- Strong analytical, organizational, and attention-to-detail skills.
- Ability to work collaboratively in a dynamic team setting.
- Experience supporting Microsoft product users.
- Capability to work remotely with reliable internet access.
Pay
$65,000 - $75,000 per year.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability and Life Insurance
- Parental Leave
- 401(k)
- Paid Time Off