Help Desk Specialist- Tier 3

We are seeking a customer-focused and service-driven Help Desk Specialist to provide fast, friendly, and professional Tier 1 IT support. This role is the front line of technical assistance, ensuring users receive timely problem resolution, clear communication, and exceptional customer service. The ideal candidate thrives in a collaborative environment, escalates issues appropriately, and contributes to a smooth, efficient support experience for both customers and internal teams.

Requirements

Key Responsibilities

• Respond to and diagnose user issues through direct discussion, phone, email, and ticketing systems.
• Ensure timely problem control, including recognition, research, isolation, resolution, and follow-up.
• Serve as the primary help desk point of contact, addressing customer concerns and coordinating escalations.
• Provide support to end users on a wide range of technical issues, including software, hardware, and applications.
• Identify, research, and resolve technical problems; document and track all issues to ensure timely resolution.
• Provide second-tier support for PC, server, or mainframe applications and hardware when required.
• Collaborate with network services, systems engineering, and application development teams to restore service and resolve core issues.
• Simulate or recreate user problems to diagnose operating difficulties.
• Recommend system modifications to reduce recurring issues and improve user experience.
• Perform additional duties as assigned to support team and organizational success.

Required Qualifications

• Experience providing Tier 1 IT support in a customer-facing environment.
• Strong communication and customer service skills with a professional, solution-oriented approach.
• Familiarity with ITIL processes and structured incident handling.
• Ability to troubleshoot hardware, software, and application issues effectively.
• Strong documentation and problem-tracking skills.

A notification to prospective applicants that reviews, and tests for the absence of any illegal drug as defined in 10 CFR 707.4, will be conducted by the employer and a background investigation by the Federal government may be required to obtain an access authorization prior to employment, and that subsequent reinvestigations may be required. The position is covered by the Counterintelligence Evaluation Program regulations at 10 CFR part 709, the announcement should also alert applicants that successful completion of a counterintelligence evaluation may include a counterintelligence-scope polygraph examination. 

As a federal contractor, we are committed to fair and equitable employment practices. We make employment decisions based on job-related qualifications, merit, contract requirements, and legitimate business needs, and prohibit unlawful discrimination in all employment practices 

As a federal contractor, we comply with Section 503 of the Rehabilitation Act and VEVRAA. No disability-related inquiries will be made prior to a conditional offer of employment, except as permitted by applicable law.

Employee Rights Under the National Labor Relations Act (NLRA): As a federal contractor, the Company complies with Executive Order 13496 and informs employees of their rights under the National Labor Relations Act. Information regarding these rights is available at the workplace and from the National Labor Relations Board. 

This position is covered by the Service Contract Labor Standards (SCLS). Compensation and fringe benefits will be provided in accordance with the applicable U.S. Department of Labor wage determination and any applicable collective bargaining agreement. 

Medical, dental, vision, and 401k benefits are included with this position.