Job Title: Help Desk Specialist

Work Location(s) – City, State: Kearneysville, WV

Key Tasks and Responsibilities

• Uses automated information systems to analyze routine situations.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available.
• Conducts technical research to resolve issues as they are presented.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• Receives, logs, and tracks incidents and service requests and incoming calls using the approved ticketing process.
• May prioritize for proper action.
• Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
• Resolves common issues (access, password resets, basic application support).
• Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
• Maintains professional customer service and clear communication with users.

Education & Experience

• High School diploma or GED is preferred.
• 1-5 years of customer service is preferred.
• 0-2 years IT help desk/service desk experience preferred.
• Experience using an ITSM ticketing tool and following escalation workflows preferred.

Certifications

Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar) however not required.

Security Clearance

Must be able to obtain and maintain government customer Public Trust clearance.