Service Desk Support

Job Roles and Responsibilities

• Provide technical support to end users across a variety of hardware, software, system, and access related issues.
• Identify, research, troubleshoot, and resolve technical problems reported by users.
• Respond to technical support requests received through telephone, email, and direct personnel requests.
• Diagnose user issues and determine appropriate resolution or escalation.
• Document technical problems, troubleshooting activities, and resolutions.
• Track and monitor open service requests to ensure timely resolution.
• Follow established service desk processes and procedures when handling technical issues.
• Maintain accurate records of incidents, requests, status updates, and resolutions.
• Communicate clearly with end users regarding issue status and resolution.
• Escalate complex technical issues when additional support is required.

Qualifications And Certifications

• 8 or more years of relevant service desk, help desk, or technical support experience.
• Must meet Top Secret / Sensitive Compartmented Information eligibility requirements.
• Experience providing direct technical support to end users.
• Experience identifying, researching, troubleshooting, and resolving technical problems.
• Experience responding to support requests through phone, email, and direct user interaction.
• Experience documenting, tracking, and monitoring technical support issues through resolution.
• Strong troubleshooting, communication, and customer support skills.

Benefits

• 3 weeks of paid time off, including sick leave.
• 2 floating holidays and 8 public holidays.
• Company contribution toward employee health and dental insurance.
• Short term disability coverage.
• Long term disability coverage.
• Company paid life insurance equivalent to one year's salary.
• 401(k) eligibility after 90 days with a company match of 4 percent and immediate vesting.
• Eligibility for company profit sharing with no employee contribution required.