Help Desk Specialist

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

📋 Description

• Administer user accounts and access controls for HR systems utilizing help desk tools like CANYON and ServiceNow.

• Create, update, deactivate, and manage authorized system user accounts in accordance with access policies.

• Provide first-line technical support via telephone, email, and Microsoft Teams chat.

• Address user concerns following standard operating procedures and escalate issues that fall outside SOP guidelines.

• Oversee help desk tickets, ensuring prompt responses, precise documentation, and adherence to SLA requirements.

• Facilitate onboarding by assisting users with account setup and access requirements.

• Contribute to process enhancements aimed at optimizing account management.

• Record recurring issues and suggest automation possibilities.

• Uphold professional communication standards and ensure a positive customer support experience.

• Ensure operational continuity by maintaining appropriate access to essential HR systems.

⛳️ Requirements

• Minimum of two (2) years of experience in Help Desk support within Windows, Oracle, or similar environments.

• At least two (2) years of experience with a Help Desk ticketing system.

• Proficient in Customer Support, Multitasking, Service Orientation, and User Account Management.

• Capable of following structured SOPs and appropriately escalating issues.

• Experience in user account provisioning and functional access administration.

• Strong customer service skills, with effective written and verbal communication abilities.

• Ability to manage various support channels and prioritize requests efficiently.

• Familiarity with troubleshooting basic end-user and account-related challenges.

• Competent in providing support to users in remote or distributed settings.

• Successfully completed NACI or ANACI background investigation.

• U.S. citizenship is mandatory.

• Employment is contingent upon favorable results from a background investigation prior to the start date.

🏝️ Benefits

• Flexible work week to balance home and work commitments.

• 401(k) plan with company matching contributions.

• Comprehensive health and wellness benefits.

• Opportunities for internal mobility and career development.

• Access to professional education and certification programs.

• Involvement with DoD enterprise systems and modernization efforts.

• Paid vacation and holidays.

• Various medical plan options, including those with Health Savings Accounts.

• Dental plan options available.

• Vision plan options offered.

• Paid sick and personal time off.

• Paid leave for parental, military, bereavement, and jury duty purposes.

• Up to 160 hours of paid family leave within a rolling 12-month period for eligible staff.

• Short- and long-term disability benefits provided.

• Life insurance coverage.

• Accidental death and dismemberment insurance included.

• Personal accident insurance available.

• Critical illness insurance offered.

• Business travel and accident insurance coverage.