Help Desk Specialist

Provides IT support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Document, track and monitor user problems to ensure a timely resolution. Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Create service tickets in JIRA to track issues. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Provide metrics and reports for service desk activity upon request. Coordinate and collaborate with other team members to increase productivity and efficiency. o Utilize JIRA to log, prioritize, and track technical support tickets from initial submission through resolution. Ensure timely updates and communication with users regarding ticket status. o Provide first-level support for hardware and software issues, troubleshooting problems related to applications and networks. Assist users in resolving issues efficiently and effectively. o Escalate complex issues to higher-level technical teams as needed. o Maintain detailed documentation of support requests, troubleshooting steps, and resolutions in JIRA. Create o Work closely with other technical teams to coordinate efforts for issue resolution, share insights regarding recurring problems, and improve overall service quality. o Monitor ticket resolution metrics and user feedback to ensure high standards of service delivery. Identify areas for improvement and contribute to the development of support processes and procedures. o Collaborate with colleagues to identify opportunities to streamline processes and improve the Help Desk workflow within the JIRA environment. o Generate reports using JIRA to track ticket trends, response times, and resolution rates, providing insights to management regarding Help Desk performance. All changes in key personnel will require the written approval of the COR/CO. Prior to adding 29 or replacing key personnel, the Contractor shall supply, for the Government’s review: a description and justification of the change, resumes, a crosswalk of replacement key personnel’s qualifications to contractual qualifications for the position, and a transition plan describing the timing and training plan for the replacement staff. The Government must approve the replacement candidate in writing before he/she can start work.

The Help Desk Specialist bachelor’s degree in business, Information Technology, Engineering, Computer Sciences, or Systems Engineering or equivalent experience. and at least one (1) year of experience.

$45 - $60 an hour - Full-time, Pulled from the full job description

• Tuition reimbursement
• Food provided
• Parental leave
• Health insurance
• Paid time off
• Employee discount
• Vision insurance, * Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Donation matching
• Employee discounts
• Flexible schedule
• Free food & snacks
• Free uniforms
• Health insurance
• Help or transport service
• Home office stipend
• Opportunity for advancement
• Paid time off
• Parental leave
• Profit sharing
• Relocation bonus
• Signing bonus
• Stock options plan
• Training & development
• Tuition assistance
• Vision insurance
• Wellness resources

Help Desk Specialist (Key Personnel)