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About the role
- Helpdesk Specialist providing Tier-1 user support and assisting with software testing for U.S. Federal clients in DC Metro Area. Responsible for addressing user queries and managing troubleshooting tickets.
Responsibilities
- Provide Tier-1 user support Monday - Friday, 8:30 - 5:00
- Work independently in a team environment
- Create/modify user accounts and respond to Helpdesk emails
- Address and work ServiceNow incidents, assigning Tier-2 and Tier-3 incidents
- Provide ticket reporting
- Participate in Release Smoke testing and UAT
Requirements
- At least 2-3 years of experience in a Help Desk environment
- Excellent oral communication and writing skills
- Solid knowledge of Microsoft Office Suite, especially Outlook
- Has experience administering user accounts, passwords, and emails; and reviewing and maintaining security policies in accordance with Government and industry guidelines and best practices
- Experience triaging issues reported by users in emails or in trouble tickets
- ServiceNow reporting (Preferred)
- Software Testing (Preferred)
- Candidates must be able to obtain and maintain a Top-Secret DoD security clearance.
Benefits
- Hybrid work schedule
- Professional development opportunities
Job title
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