WO-002 Help Desk Representative

The Help Desk Representative supports mission-critical objectives under the referenced work order by providing technical support for cloud-based and on-premises environments ensuring timely and effective resolution of IT-related issues. This role resolves support tickets, assists with device provisioning, and maintains IT asset tracking systems., * The Help Desk Representative is responsible for resolving Tier 1 and Tier 2 support tickets.

• The position requires assisting with enterprise device provisioning and maintaining IT asset tracking systems.
• Representatives will support Microsoft Windows, macOS, and cloud-based IT environments.
• The role includes providing customer service and technical assistance to end users.

The contractor shall provide personnel who meet one of the following requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or
• A minimum of three (3) years of professional experience in IT support.

Candidates must have demonstrated experience in the following areas:

• Resolving Tier 1 and Tier 2 support tickets.
• Assisting with enterprise device provisioning.
• Maintaining IT asset tracking systems.
• Supporting Microsoft Windows and macOS environments.
• Using ticketing systems (JIRA, ServiceNow)., * Expertise in IT troubleshooting methodologies and ticketing system usage.
• Working knowledge of JIRA, ServiceNow, and customer service best practices.
• Proficiency in incident resolution and remote desktop support.
• Strong end-user assistance and communication skills.
• Ability to support cloud-based IT environments., * Bachelor’s degree in a relevant field, or an equivalent combination of education and experience.
• CompTIA A+ (Preferred, Not Required)
• ITIL Foundation Certification (Preferred, Not Required)
• Microsoft Certified: Modern Desktop Administrator Associate (Preferred, Not Required.

Clearance Requirement

• No clearance required for off-site duty location.