Help Desk Technician

Job Summary

Providing Tier I/II IT help desk support remotely, the Help Desk Technician will manage IT troubleshooting tickets, escalate issues as necessary, and ensure ticket closure according to established Service Level Agreements (SLAs) for the U.S. Department of Housing and Urban Development (HUD).

Key responsibilities

• Assist HUD employees with technical issues, including basic troubleshooting for hardware and software
• Create, manage, escalate, and resolve IT service tickets following HUD's service level agreements and ticketing system guidelines
• Document issues, troubleshooting steps, and resolutions accurately for future reference and knowledge sharing

Required qualifications

• Experience with Microsoft Word and Service Now
• Helpdesk call experience, preferably in IT
• Ability to provide technical assistance to computer users, addressing questions or resolving problems in person or electronically
• 0-2 years of experience in a technical support role, applying fundamental concepts and practices under supervision