Help Desk Specialist
Job Summary
Providing essential technical support, the full-time Help Desk Specialist will serve as the first point of contact for users of a federal platform, delivering Tier 1 and Tier 2 assistance remotely while ensuring high availability and user satisfaction.
Key responsibilities
- Serve as the initial contact for users, diagnosing and resolving technical issues via web, phone, and email
- Monitor incoming tickets for patterns, escalating systemic issues to the engineering team and producing regular help desk reports
- Create and update user help content and support users through new platform releases, ensuring effective training and communication
Required qualifications
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
- At least 4 years of experience providing Tier 1 and Tier 2 technical support for enterprise-level web applications
- Hands-on experience with Zendesk or a comparable ticketing system
- Working knowledge of SQL and application log analysis for troubleshooting user-reported issues
- Ability to obtain and maintain a favorable Public Trust determination for federal contracts
Complete Job Description
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