Help Desk Support Specialist

Job Summary

To support a dynamic team in national security, the full-time remote Help Desk Support Specialist will serve as a technical liaison for external users accessing HUD systems, guiding clients through Okta Zero Trust Architecture setup, troubleshooting access issues, and collaborating with internal teams to resolve technical incidents.

Key responsibilities

• Review and triage incoming emails from system users to diagnose and resolve issues
• Guide external clients in downloading, installing, and troubleshooting Okta Zero Trust Architecture tools
• Collaborate with internal development 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
• Foundational understanding of Identity & Access Management, including Multi-Factor Authentication and Single Sign-On workflows
• Hands-on experience with IT Service Management and ticketing platforms such as ServiceNow or Jira
• Proven ability to draft clear technical documentation and troubleshooting procedures