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# Help Desk Specialist

- **Company:** Innovative Technical Solutions, Inc.
- **Location:** Washington, DC, United States
- **Salary:** $60,000.0
- **Contract:** Permanent contract
- **Skills:** Systems Engineering, JIRA, Business Process Modeling, Issue Tracking Systems, Software Engineering, Information Technology, Crosswalk
- **Published:** June 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=dcd9fa1d04200233

## About the Role

Do you have experience in Ticketing system technical support?, 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.

## Description

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.


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