Help Desk Support Services Specialist

The Help Desk Support Services professional will leverage their strong technical background and knowledge to provide support to end-users for PC, server, mainframe applications, and hardware. This role focuses on resolving complex technical issues and collaborating across teams to restore services and identify core problems to ensure mission success., * Handling problems that the first-tier of help desk support is unable to resolve.

• Interacting with network services, software systems engineering, and/or applications development to restore service and correct core problems.
• Simulating or recreating user problems to resolve operating difficulties and ensure system stability.
• Recommending systems modifications to reduce user problems and improve overall system performance.
• Maintaining currency and the highest level of technical skill in the field of expertise to support evolving requirements.
• Providing day-to-day technical guidance to end-users across various PC and mainframe applications.

• High School Diploma/GED with 7+ years of progressively responsible experience in Information Technology support.
• Significant experience handling complex technical problems escalated from IT support staff.
• Strong experience troubleshooting and resolving problems in a wide range of environments with many applications.
• Demonstrated ability to stay up-to-date on current trends and technologies to address user requests.

Preferred Qualifications:

• Relevant technical certifications such as CompTIA A+, Network+, or Security+.
• Experience with the Sponsor's primary cyber risk and compliance automation tools.

Clearance Requirements:

• Must hold an active Secret clearance and the ability to obtain and maintain TS/SCI

Physical Requirements:

• Must be able to remain in a stationary position 50%.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc..
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations.
• Must be able to exchange accurate information in these situations.