Help Desk Support Specialist

Job Summary

Joining a dynamic team, the full-time remote Help Desk Support Specialist will serve as a key technical liaison for external users accessing Department of Housing and Urban Development (HUD) systems, guiding clients through Okta Zero Trust Architecture setup and troubleshooting access issues.

Key responsibilities:

• Review and triage incoming emails from system users to diagnose and resolve technical issues
• Guide external clients through the installation and troubleshooting of Okta Zero Trust Architecture tools
• Collaborate with internal engineering teams to capture problem details and facilitate prompt remediation

Required qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or 6 additional years of experience in lieu of a degree
• 3+ years of related experience in technical support roles
• Foundational understanding of Identity & Access Management (IAM) concepts, including Multi-Factor Authentication (MFA) and Single Sign-On (SSO)
• Hands-on experience with IT Service Management (ITSM) and ticketing platforms such as ServiceNow, Jira, or Remedy
• Proven ability to draft clear technical documentation and knowledge base articles