About the job Help Desk Specialist
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.