Help Desk Specialist

About the role

The Help Desk Specialist provides front‑line IT service desk support in a federal enterprise environment. Working the day shift (6 am–6 pm), you will be the primary point of contact for customers seeking technical assistance, incident resolution, and service fulfillment.

Key responsibilities

• Receive and respond to incidents and service requests via phone, chat, email, Remedy, and ServiceNow.
• Log, categorize, prioritize, and document tickets accurately in the ITSM platform.
• Perform initial triage and Tier 1 troubleshooting using approved scripts, knowledge articles, and guides.
• Resolve issues at the lowest possible support tier and escalate complex cases to Tier 2.
• Maintain regular communication with customers about ticket status and next steps.
• Monitor ticket queues, support workload balancing, and ensure service‑level targets are met.

Required profile

• Strong customer‑service orientation with professional communication skills.
• Ability to follow documented procedures and escalation paths.
• Experience working in a multi‑channel service desk environment.

Required skills

• Remedy ticketing system
• ServiceNow ticketing system
• ITSM processes and documentation