Help Desk Specialist - 174370

Responsibilities: for the Help Desk Specialist • Provide technical support for laptops, desktops, printers, mobile devices, and other network-connected equipment • Troubleshoot hardware, software, connectivity, operating system, Microsoft Office, and video teleconferencing issues • Work directly with end users and government personnel to identify, troubleshoot, and resolve technical issues in a timely manner • Support daily operations of the Enterprise Service Desk, including ticket management, script execution, and call handling • Accurately document troubleshooting steps, resolutions, and user interactions within ticketing systems • Meet established service level agreements and performance goals through efficient issue resolution and thorough documentation • Escalate complex or unresolved technical issues to the appropriate support teams when necessary Required Qualifications for Help Desk Specialist • Active Secret Clearance • 1+ year of IT support experience • CompTIA Security+ or an equivalent IAT Level II certification (such as CCNA Security or CySA+) • Experience troubleshooting hardware, software, and network-related issues • Familiarity with ticketing systems and standard IT service desk procedures Qualifications: for Help Desk Specialist • Active Secret Clearance • 1+ year of IT support experience • CompTIA Security+ or an equivalent IAT Level II certification (such as CCNA Security or CySA+) • Experience troubleshooting hardware, software, and network-related issues • Familiarity with ticketing systems and standard IT service desk procedures