WO-002 Help Desk Representative with Security Clearance

Job Description

The Help Desk Representative is responsible for resolving Tier 1 and Tier 2 support tickets.

The position requires assisting with enterprise device provisioning and maintaining IT asset tracking systems.

The role includes providing customer service and technical assistance to end users.

Required Qualifications and Experience

• A Bachelor's degree in Information Technology, Computer Science, or a related field; or
• A minimum of three (3) years of professional experience in IT support.
• Demonstrated experience in the following areas:
• Resolving Tier 1 and Tier 2 support tickets.
• Assisting with enterprise device provisioning.
• Maintaining IT asset tracking systems.
• Supporting Microsoft Windows and macOS environments.
• Using ticketing systems (JIRA, ServiceNow).

Required Skills and Competencies

• Expertise in IT troubleshooting methodologies and ticketing system usage.
• Working knowledge of JIRA, ServiceNow, and customer service best practices.
• Proficiency in incident resolution and remote desktop support.
• Strong end-user assistance and communication skills.
• Ability to support cloud-based IT environments.

Education

• Bachelor's degree in a relevant field, or an equivalent combination of education and experience.
• CompTIA A+ (Preferred, Not Required)
• ITIL Foundation Certification (Preferred, Not Required)
• Microsoft Certified: Modern Desktop Administrator Associate (Preferred, Not Required)

Clearance Requirement

No clearance required for off-site duty location.