Help Desk Support Specialist

About the role

The company is seeking an experienced Help Desk Support Specialist to provide Tier 2 and Tier 3 support for a federal agency's Shared Service Center. This role handles incidents and service requests that require more in-depth troubleshooting than front-line support. The specialist diagnoses hardware and software problems, restores service, and works directly with users via phone and remote access. Strong diagnostic skills and clear, patient communication are as important as technical expertise. The ability to guide users through problems, explain resolutions, and document issues effectively is central to this position.

Responsibilities

• Respond to user support queries and provide assistance over the phone and through remote access.
• Diagnose issues across computer software, peripherals, and hardware, including running software diagnostic tools and interpreting error and log data.
• Provide advanced technical support for incidents and service requests requiring deeper investigation than front-line support, covering application, infrastructure, access, integration, and performance issues.
• Restore service directly, or coordinate escalation when an issue requires involvement from another team.
• Guide users through basic problem-solving steps and provide basic computer training.
• Install, upgrade, and configure software systems, and support remote software deployments and updates.
• Coordinate hardware repair, replacement, or dispatch when a fix requires physical action, and track it through to completion.
• Maintain accurate ticket records, complete support tickets, and follow up with users through resolution.
• Communicate status clearly to users and technical teams throughout the lifecycle of a ticket.
• Identify recurring problems and contribute to root-cause analysis and knowledge articles.
• Write training manuals and support documentation.
• Support approved changes.
• Participate in scheduled or after-hours operational coverage as needed.

Requirements

• Demonstrated help desk experience, including responding to user queries over the phone and through remote sessions.
• Proven ability to assess and diagnose computer hardware and software problems and implement effective solutions.
• Advanced knowledge of computer software and hardware systems.
• Excellent diagnostic skills.
• High-level written and verbal communication skills, with the patience to guide users through problems step by step.
• Experience diagnosing hardware and peripheral issues remotely and coordinating repair or replacement.
• Experience providing basic computer training to end users.
• Discipline to maintain accurate ticket records and clear support documentation.

Pay

$70,000 – $81,000 annually.