IT Helpdesk Support Service Specialist

About This Role

Provide front-line technical support for PC, server, and mainframe applications and hardware to approximately 50,000 government and contractor end-users in a 24/7 operational environment. This role involves triaging, troubleshooting, and resolving or escalating IT inquiries while maintaining communication with customers.

Responsibilities

• Serve as primary point of contact for end-user IT inquiries via phone and self-service portal
• Triage, troubleshoot, and resolve or escalate tickets, ensuring detailed diagnostic notes
• Perform password changes/resets on all FBI enclaves
• Install, configure, and support desktop software applications
• Provide remote desktop support and First-Call Resolution (FCR)
• Keep customers informed of ticket status through resolution
• Advise end users on best practices to prevent issue recurrence
• Collaborate with management and other support entities to meet Service Level Agreements (SLAs)
• Leverage metrics to drive efficiency and continuous improvement

Requirements

• Current Top-Secret Clearance with capability of obtaining SCI / CI-Poly
• Demonstrated ability to thrive in a 24/7 operational environment
• Excellent interpersonal and customer service skills
• In-depth knowledge of IT Service Management (ITSM) practices and processes

Qualifications

• Minimum of one year of call center or help desk management experience, or equivalent combination of education, technical certifications, and hands-on experience.

Nice to Have

• Direct experience with JIRA
• Proficiency with Avaya telephony systems
• Familiarity with Agile project management methodologies
• Prior work on a Help Desk-focused program
• Experience supporting SLA-driven environments
• Background in government or law enforcement IT support

Skills

* Required skills

Certifications