HELP DESK SUPPORT SPECIALIST III

Responsibilities

• Respond to and resolve escalated Tier I support issues via phone, email, or in-person requests
• Monitor applications, systems, and services to ensure availability and performance
• Perform incident management activities including logging, tracking, escalation, resolution, and reporting
• Proactively identify system anomalies and initiate corrective actions or escalation procedures
• Maintain situational awareness of operational systems within a 24/7 operations center environment
• Support quality assurance processes including documentation, test plans, metrics tracking, and reporting
• Develop, update, and maintain standard operating procedures (SOPs), policies, and operational documentation
• Collaborate with Tier III support, system administrators, and engineers to resolve complex issues
• Ensure timely response and resolution in accordance with service level agreements (SLAs)
• Provide guidance and support to users, including troubleshooting and resolution recommendations
• Maintain accurate records of incidents, actions taken, and system status updates

Qualifications

• High School Diploma or equivalent; Associate’s degree preferred
• 3–4 years of IT support or help desk experience in a corporate or operational environment
• Experience with incident management and ticketing systems
• Ability to communicate technical information to non-technical users
• Strong organizational, analytical, and problem-solving skills
• Ability to work in a 24/7 shift-based operational environment
• Ability to obtain and maintain a DoD Secret clearance

Benefits

• Customizable health benefits program
• Medical, dental, and vision insurance
• Life insurance
• Long and short-term disability
• Tuition Reimbursement
• Assorted voluntary benefits