Help Desk Specialist

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

📋 Description

• Offer troubleshooting assistance to a user community utilizing computer systems and networks.

• Identify issues and provide suitable solutions.

• May take the role of a team leader in operational activities.

• Resolve intricate technical challenges related to networks and systems by applying the ITIL v4 framework.

• Employ IT service management tools such as JIRA or ServiceNow for tracking and resolving issues.

• Ensure precise documentation and prompt resolution of technical problems.

• Conduct data analysis, perform manual data updates, and manage other administrative tasks.

• Develop and uphold Standard Operating Procedures (SOPs).

• Deliver training to staff and customers in the field.

• Act as the main communication point for system health and status updates.

• Issue notifications regarding system maintenance, unexpected downtime, emergency outages, ad hoc system changes, and other events impacting the user community.

• Provide support for the Defense Logistics Agency program.

⛳️ Requirements

• Must hold an active Secret Clearance.

• Experienced with computer hardware and software systems.

• A minimum of two (2) years of experience delivering tier II support within a DoW/DoD environment.

• Knowledge of how programs utilize computer hardware.

• Experience as a shift supervisor or team lead.

• Active relevant certification (A+, Net+, CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP).

• Bachelor’s Degree in a related field.

• Capability to sit or stand for extended periods and perform computer-based tasks using standard office equipment.

• Requires regular verbal communication, active listening, and visual acuity.

• Must adhere to site-specific safety, security, and dress codes.

🏝️ Benefits

• Equal employment opportunity and a non-discriminatory, harassment-free, fair, ethical, and inclusive work environment.