Help Desk Specialist
$52,900–$108,000 year
On-siteRome, New York, United States or Hurlburt Field, Florida, United States
Job Summary
Provide Tier I and II technical support in an around-the-clock environment, including after-hours coverage on holidays and weekends. Manage and resolve Help Desk tickets within response service level agreements, updating daily notes and ensuring customer satisfaction before closure. Monitor end-user incidents, escalate to appropriate teams as necessary, and implement structured resolutions using Jira and Confluence modules. Prepare thorough shift handover reports to ensure seamless operational flow between teams while adhering to DoD security protocols and ITIL processes.
Required Qualifications
- Experience providing Help Desk support in a high-demand and fast-paced environment
- Experience tracking, analyzing, and resolving technical incidents systematically using industry-standard software
- ITIL processes
- Agile workflows
- DoD-specific configurations and processes
- Ability to work a round-the-clock shift rotation
- Ability to work weekends, holidays, and up to 12 hours a day outside of normal work hours
- Ability to effectively transition duties during shift changes by providing detailed handover reports
- TS/SCI clearance
- HS diploma or GED
Desired Qualifications
- Experience with Jira and Confluence
- Experience with 24/7 shift work
- Knowledge of Azure, AWS, or cloud technologies
- Ability to learn emerging IT technologies
- Ability to independently manage multiple tasks
- Possession of excellent organizational skills
- Possession of excellent written and verbal communication skills with professionalism in interactions across all organizational levels
- DoD 8570 IAM Level II Certification
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