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# Help Desk Specialist

- **Company:** ITility, LLC.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $85,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Data Analysis, JIRA, Cyber Security, Computer Networks, Issue Tracking Systems, Software Systems, SC Clearance, Computer Equipment, Information Technology, Servicenow
- **Published:** September 25, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=782e00135208f032

## About the Role

* Must possess an active Secret Clearance
 * Experienced in computer hardware and software systems.
 * Minimum (2) years of experience providing tier II support within a DoW/DoD environment.
 * Understanding of how programs use computer hardware.
 * Shift supervisor or lead experience
 * Active relevant certification (A+, Net+, CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP)
 * Bachelor's Degree in related field

Work Environment:

 * Ability to sit or stand for extended periods and perform computer-based work using standard office equipment.
 * Requires frequent verbal communication, active listening, and visual acuity to perform job responsibilities effectively.
 * Must follow site-specific safety, security, and dress standards.

## Description

* Provides trouble shooting support to a user community employing computer systems and networks.
 * Diagnoses problems and provides applicable remedies.
 * May serve as a team leader in operations.
 * Troubleshooting and resolution of technical issues using ITIL v4 framework, including analysis, diagnosis, and resolution of complex technical issues related to the network and system.
 * Utilization of Information Technology Service Management (ITSM) tools, such as JIRA or ServiceNow, for issue tracking and resolution, ensuring accurate documentation and timely resolution of technical issues.
 * Execution of data analysis, manual data updates, and other administrative tasks, as required.
 * Creation and maintenance of Standard Operation Procedures (SOPs), providing training to personnel and customers in the field for activities.
 * Serve as the primary focal point of communication, in coordination with other offices, of the health and status of system to include the issuance of notifications, system maintenance, unplanned and emergency downtime, ad hoc system changes, and other events or issues that impact the greater user community.


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