Help Desk Representative

This is a fully remote position, open to applicants in Florida.

📋 Description

• Assist in fulfilling mission objectives related to the development, integration, and maintenance of a scalable data ecosystem.

• Oversee global authentication support operations, ensuring effective resolution of user access challenges associated with IAM, security protocols, and cloud authentication systems.

• Create and uphold Service Level Agreements (SLAs) concerning response times, ticket resolution, and escalation guidelines.

• Manage help desk processes utilizing IT service management (ITSM) platforms like ServiceNow or JIRA, ensuring organized ticket tracking and reporting.

• Deliver technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.

• Compile the Help Desk Performance & Support Metrics Report, which details ticket resolution rates, user support trends, and SLA compliance.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, or a related area.

• Alternatively, three (3) years of equivalent experience in IT support.

• Proven experience in addressing Tier 1 and Tier 2 support tickets, facilitating enterprise device provisioning, and managing IT asset tracking systems.

• Required experience with Microsoft Windows, macOS, and cloud-based IT support tools.

• Must possess the knowledge and skills to provide technical support for both cloud-based and on-premises environments, ensuring prompt and effective resolution of IT-related concerns.

• Proficient in IT troubleshooting techniques, ticketing system operations (e.g., JIRA, ServiceNow), and customer service best practices.

• Strong competencies in incident resolution, remote desktop support, and end-user assistance are essential.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.