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Help Desk Support Services Specialist

Encode, Inc.
Montgomery County, United States
4 days ago
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Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Shift work
Job source
startup.jobs

Tech stack

Issue Tracking Systems Microsoft Office SC Clearance Servicenow

Job description

  • Fielding user communication
  • Completing other non-ticket creation duties as assigned by Service Desk Management Abiding by standard Service Desk policy and process, including shift scheduling and performance metrics

Requirements

  • Strong written and verbal communication
  • Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of ServiceNow preferred)
  • New Service Desk analysts are required to earn ITIL v3 Foundations Certification within 90 days of hire date
  • Bachelor’s degree as a minimum
  • *will receive initial 4-6 weeks of training Monday through Friday, 0800-1630. After training is complete, incumbent will be expected to move to 3rd shift (2230-0900). These are 10 hour shifts that cover three weekdays and every other weekend. Full schedule is available upon request

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Good distractions

Talks and stories from around this role — technically off-topic, practically not.

Moments

Explore playlists

3:08 min

Shifting software delivery bottlenecks to operations and incident response

Milin Desai Milin Desai +1 · World Congress 2026 Europe

2:12 min

Empowering enterprise engineering through open source program offices

Cédric Gégout Cédric Gégout +4 · World Congress 2026 Europe

56 sec

Integrating automated approval workflows into the portal

Markus Eisele Markus Eisele · World Congress 2025

2:36 min

Structuring organizational governance for responsible AI initiatives

Rebekka Weiss Rebekka Weiss +1 · World Congress 2025

2:27 min

Establishing a simulated technical environment for the workflow demo

Tobias Dunn-Krahn · LIVE

2:08 min

Intersecting neurodivergent support and technical operations consulting

Videos

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Applying Agile Principles to Incident Management thumbnail
37:33
LIVE • over 5 years ago

Applying Agile Principles to Incident Management

Tobias Dunn-Krahn

AI in Production: applied AI & enterprise use cases thumbnail
29:42
World Congress 2026 Europe • 2 months ago

AI in Production: applied AI & enterprise use cases

Mohak Chadha

Robots are coming into the wild! Full-Stack Robotics Engineers, be ready! thumbnail
29:34
World Congress 2022 • about 4 years ago

Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!

Falk-Moritz Schaefer

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