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Help Desk Specialist

Caci International Inc.
Ashburn, VA
Time Type: Full time
Minimum Clearance Required to Start: Public Trust

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

Are you tired of wasting your skills working to patch legacy applications and ready for a new challenge? Apply your knowledge, skills and experience to building a truly modern application that is new development and cloud native, and work in a SecDevOps environment that includes continuous integration/continuous deployment, test automation, in a consistent agile software development framework? Join this passionate team of industry-leading individuals supporting best practices in agile software development for the Department of Homeland Security (DHS).

As a member of the BECN Team, you will support the men and women charged with safeguarding the American people and enhancing the nation's safety and security. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity. ASF programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and work constructively with a technically diverse and geographically separated team is crucial. We are looking for Help Desk Specialist who have worked with or have a strong interest in agile software development practices and troubleshooting deployed software.

What you'll get to do:

* Work with a team of Help Desk Specialists who support BECN associated applications. Program requires support 24x7x365 days a year, the selected individual must be available to support this schedule. May include weekends, overnights and Federal Holidays. * Troubleshoots and determines problems for customer specific operating systems and applications.
* Responsible for opening, tracking and closing trouble tickets.
* Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, the technician escalates problem to the appropriate team.
* Ensures problem ownership and promotes end-user satisfaction.
* Participates in special projects as required.
* Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.
* Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
* Requires strong communication and excellent customer service skills. Role may be considered mission critical.
* Troubleshoot application releases from the service desk level and monitor reported bugs/defects to be reported to the development team

You have:

* Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include but are not limited to:

o Three-year check for felony convictions o One-year check for illegal drug use

o One-year check for misconduct such as theft or fraud

* US Citizenship required
* A DHS Entrance on Duty (EOD) must be obtainable to begin employment and must be maintained as a requirement of continued employment
* Requires a High School degree or equivalent, and at least one (1) year of related work experience
* Knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing
* Hands on experience with incident and problem management
* Effective communication skills
* Ability to be on call nights/weekends/holidays

You are good at:

* Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
* Responding to queries via Phone call, Email, or direct contact
* Providing detailed reports on ticket status'
* Incident/Outage Tracking Bonus would be having:
* Experience with incident and problem management systems (e.g. Remedy, ServiceNow)
* Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
* COMPTIA A+, or Network+, or Security+ Certification

What We Can Offer You:

* We've been named a Best Place to Work by the Washington Post.
* Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
* We offer competitive benefits and learning and development opportunities.
* We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
* For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As required by Executive Order 14042, Federal contractor employees are required to be fully vaccinated against COVID-19 by December 8, 2021 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before starting employment with CACI.
New
2d ago

Help Desk Specialist

Caci International
Ashburn, VA
Time Type: Full time
Minimum Clearance Required to Start: Public Trust

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

Are you tired of wasting your skills working to patch legacy applications and ready for a new challenge? Apply your knowledge, skills and experience to building a truly modern application that is new development and cloud native, and work in a SecDevOps environment that includes continuous integration/continuous deployment, test automation, in a consistent agile software development framework? Join this passionate team of industry-leading individuals supporting best practices in agile software development for the Department of Homeland Security (DHS).

As a member of the BECN Team, you will support the men and women charged with safeguarding the American people and enhancing the nation's safety and security. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity. ASF programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and work constructively with a technically diverse and geographically separated team is crucial. We are looking for Help Desk Specialist who have worked with or have a strong interest in agile software development practices and troubleshooting deployed software.

**What you'll get to do:**

* Work with a team of Help Desk Specialists who support BECN associated applications. Program requires support 24x7x365 days a year, the selected individual must be available to support this schedule. May include weekends, overnights and Federal Holidays. * Troubleshoots and determines problems for customer specific operating systems and applications.

* Responsible for opening, tracking and closing trouble tickets.

* Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, the technician escalates problem to the appropriate team.

* Ensures problem ownership and promotes end-user satisfaction.

* Participates in special projects as required.

* Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.

* Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.

* Requires strong communication and excellent customer service skills. Role may be considered mission critical.

* Troubleshoot application releases from the service desk level and monitor reported bugs/defects to be reported to the development team

**You have:**

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include but are not limited to:

o Three-year check for felony convictions o One-year check for illegal drug use

o One-year check for misconduct such as theft or fraud

* US Citizenship required

* A DHS Entrance on Duty (EOD) must be obtainable to begin employment and must be maintained as a requirement of continued employment

* Requires a High School degree or equivalent, and at least one (1) year of related work experience

* Knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing

* Hands on experience with incident and problem management

* Effective communication skills

* Ability to be on call nights/weekends/holidays

**You are good at:**

• Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

• Responding to queries via Phone call, Email, or direct contact

• Providing detailed reports on ticket status'

• Incident/Outage Tracking Bonus would be having:

• Experience with incident and problem management systems (e.g. Remedy, ServiceNow)

• Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards

• COMPTIA A+, or Network+, or Security+ Certification

**What We Can Offer You:**

• We've been named a Best Place to Work by the Washington Post.

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

• We offer competitive benefits and learning and development opportunities.

• We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.

• For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As required by Executive Order 14042, Federal contractor employees are required to be fully vaccinated against COVID-19 by December 8, 2021 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before starting employment with CACI.
New
2d ago

Associate Help Desk Specialist

Mantech International Corporation
Chantilly, VA
Secure our Nation, Ignite your Future

.

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you'll help protect our national security while working on innovative projects that offer opportunities for career advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Helpdesk Specialist to join our team in the Chantilly location providing Enterprise IT support to our DoD customer.

Responsibilities include, but are not limited to:

* Provide polite, friendly and helpful customer service by answer incoming calls from customers to create incident tickets, answer inquiries, questions, and provide information.
* Answer calls and respond to emails
* Handle customer inquiries both over the phone and by email
* Research required information using available resources
* Resolve customer concerns
* Provide customers with product and service information
* Enter new customer information into system
* Update existing customer information
* Process orders, forms and applications
* Identify and escalate priority issues
* Route calls to appropriate resource
* Follow up customer calls where necessary
* Document all call information according to standard operating procedures

Basic Qualifications:

* Polite, friendly and helpful customer service and communications skills
* Documentation and triage capabilities
* Basic MS Office and Ticketing system experience
* Able to communicate clearly over the phone to end users
* Professional attitude
* Willingness to learn new skills

Preferred Qualifications:

* High school diploma or equivalent
* Verbal and written communication skill
* Listening skills
* Customer service orientation
* Organizational skills
* Attention to detail
* Good judgment
* Adaptability
* Team work
* Knowledge of customer service principles and practices
* Good data entry and typing skills

Security Clearance Requirements:

* Active Top Secret clearance adjudicated within the past 6 years. Candidate must be open to a counter-intelligence polygraph.

Physical Requirements:

* Must be able to remain in a stationary position up to 75% of the time
* Must be able to clearly and accurately communicate with customer
* Must be able to observe and detect employee deviations from established policy

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.
39d ago

Help Desk Specialist

Caci International
Chantilly, VA
Time Type: Full time
Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is currently looking for outstanding IT candidates to join our TSA IT Management, Performance Analysis, and Collaborative Technologies (IMPACT) team in the National Capital Region (NCR) and throughout the United States. CACI will provide a variety of IT services through IMPACT including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services. CACI will support TSA in both classified and unclassified IT operational environments increasing availability and security for a variety of applications and systems. IMPACT services will integrate with the broader DHS mission and enhance existing Department-wide IT capabilities.

**What You'll Get to Do:**

CACI is looking for an experienced Helpdesk Specialist to work on a 24x7x365 service desk. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 65,000+ user community. The ideal candidate will have experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.

**More About the Role:**

+ Program requires support 24x7x365 days a year, the selected individual must be available to support this schedule. May include weekends, overnights and Federal Holidays.

+ Troubleshoots and determines problems for customer specific operating systems and applications.

+ Responsible for opening, tracking and closing trouble tickets.

+ Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, the technician escalates problem to the appropriate team.

+ Ensures problem ownership and promotes end-user satisfaction.

+ Participates in special projects as required.

+ Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.

+ Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.

+ Requires strong communication and excellent customer service skills. Role may be considered mission critical.

**You'll Bring These Qualifications:**

+ US Citizenship required

+ A DHS Entrance on Duty (EOD) must be obtainable to begin employment and must be maintained as a requirement of continued employment

+ Requires a High School degree or equivalent, and at least one (1) year of related work experience

+ Knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing

+ Hands on experience with incident and problem management

+ Effective communication skills

+ Ability to be on call nights/weekends/holidays

+ ITIL v4 certification required within 90 days of hire

**These Qualifications Would be Nice to Have:**

+ Experience with incident and problem management systems (e.g. Remedy, ServiceNow)

+ Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards

+ COMPTIA A+, or Network+, or Security+ Certification

_*This position description is not an active opening but is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI._

**What We Can Offer You:**

+ We've been named a Best Place to Work by the Washington Post.

+ Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

+ We offer competitive benefits and learning and development opportunities.

+ We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.

+ For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

TSAHP

el4

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As required by Executive Order 14042, Federal contractor employees are required to be fully vaccinated against COVID-19 by December 8, 2021 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before starting employment with CACI.
60d+ ago

Help Desk Specialist

Caci International Inc.
Chantilly, VA
Time Type: Full time
Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is currently looking for outstanding IT candidates to join our TSA IT Management, Performance Analysis, and Collaborative Technologies (IMPACT) team in the National Capital Region (NCR) and throughout the United States. CACI will provide a variety of IT services through IMPACT including cyber security, identity and access management, risk management, cloud integration and engineering, field support services, service desk, application deployment and optimization, and operations center support services. CACI will support TSA in both classified and unclassified IT operational environments increasing availability and security for a variety of applications and systems. IMPACT services will integrate with the broader DHS mission and enhance existing Department-wide IT capabilities.

What You'll Get to Do:

CACI is looking for an experienced Helpdesk Specialist to work on a 24x7x365 service desk. The service desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a 65,000+ user community. The ideal candidate will have experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.

More About the Role:

* Program requires support 24x7x365 days a year, the selected individual must be available to support this schedule. May include weekends, overnights and Federal Holidays.
* Troubleshoots and determines problems for customer specific operating systems and applications.
* Responsible for opening, tracking and closing trouble tickets.
* Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, the technician escalates problem to the appropriate team.
* Ensures problem ownership and promotes end-user satisfaction.
* Participates in special projects as required.
* Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.
* Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
* Requires strong communication and excellent customer service skills. Role may be considered mission critical.

You'll Bring These Qualifications:

* US Citizenship required
* A DHS Entrance on Duty (EOD) must be obtainable to begin employment and must be maintained as a requirement of continued employment
* Requires a High School degree or equivalent, and at least one (1) year of related work experience
* Knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing
* Hands on experience with incident and problem management
* Effective communication skills
* Ability to be on call nights/weekends/holidays
* ITIL v4 certification required within 90 days of hire

These Qualifications Would be Nice to Have:

* Experience with incident and problem management systems (e.g. Remedy, ServiceNow)
* Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
* COMPTIA A+, or Network+, or Security+ Certification
* This position description is not an active opening but is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

What We Can Offer You:

* We've been named a Best Place to Work by the Washington Post.
* Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
* We offer competitive benefits and learning and development opportunities.
* We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
* For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

TSAHP

el4

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As required by Executive Order 14042, Federal contractor employees are required to be fully vaccinated against COVID-19 by December 8, 2021 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination before starting employment with CACI.
60d+ ago

Help Desk Specialist

GRSi
Bethesda, MD

Location: Bethesda, MD

GRSi , the 2021 Maryland Tech Council Government Contractor of the Year, is experiencing industry-leading growth. We have been recognized by Inc. Magazine as one of the fastest-growing companies in the country for seven years and are led by Maryland's 2019 CEO of the Year. As part of our growth, we are searching for a MAC Help Desk Specialist to provide leading edge desktop solutions to world renowned healthcare and research organizations in the Washington, DC metro area, and around the world . This position is based in Bethesda, MD.

Job Responsibilities:
- Serves as the Tier 1, Tier 2 and 3 Support for the computer user community.
- Responds to customers via phone, in person, and through remote support channels.
- Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
- Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real time, per service standards.
- Documents problem resolutions as knowledge records in the NIH IT Knowledge Base.
- Follows quality control workflow to ensure proper documentation and quality of case handling.
- Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
- Must coordinate communications channels during major incidents, and record problem investigations in the NIH ServiceNow tracking system in a timely fashion.

Required Experience/Qualifications:
- Bachelor's degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience.
- Requires technical computer and customer service skills.
- General experience includes increasing responsibilities in information technology service management.
- Knowledge of current PC and Apple Macintosh operating systems.
- Experience managing ticket queues and handling ticket assignments.
- Ability to obtain a Public Trust clearance.
- It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:
- Foundation Certificate in IT Service Management (ITIL) v3 or higher
- MTA: Microsoft Technology Associate
- MCSA: Microsoft Certified Solutions Associate
- MSCE: Microsoft Certified Solutions Expert
- Apple Certified Associate - Mac Integration Basics (current or current -1 version)
- Apple Certified Support Professional (current or current -1 version)
- CompTIA A+ Certified Professional
- CompTIA Network+ Certified Professional CompTIA Security+ Certified Professional
- Jamf Certified Tech
- Jamf Certified Expert

Note: In response to Executive Order 14042 and accompanying Task Force Guidance, all GRSi employees must be fully vaccinated for COVID-19 by December 8, 2021, unless a medical or religious accommodation is formally approved by GRSi prior to the start of employment.

Desired Experience/Qualifications:
- Excellent ServiceNow skills
- Previous experience providing helpdesk support within NIH

The Company:
Innovation, Collaboration and Agility - at GRSi these aren't buzz words, they're our mantra.

GRSi is an ISO certified and CMMI/dev-ML3 rated professional services organization with expertise that covers all areas of information technology and professional engineering services -- from systems integration; Agile, Iterative and Waterfall software development; multi-tier infrastructure support; to full spectrum cyber security and enterprise systems support. Regardless of the program or the task, the excellence of GRSi is all about the people. Our greatest asset is our ability to attract and retain highly qualified professionals and our record growth this past year means new opportunity.

GRSi is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition) citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.

*2021 - Government Contractor of the Year, MD Tech Council, Multi-Year Top5 Tech Company*
*2020 - Inc. Magazine Fastest-Growing Companies, 6x Honoree*
*2020 - G2Xchange NXT UP Federal Emerging Technology and Consulting Firms*
*2019 - MD Tech Council CEO of the Year*
*ISO 9001:2015, 20000-1:2018 & 27001:2013 Certified / CMMI-ML3 Appraised*

Requisition ID: 6670



New
1h ago

Associate Help Desk Specialist

Mantech
Chantilly, VA
**Secure our Nation, Ignite your Future**

.

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you'll help protect our national security while working on innovative projects that offer opportunities for career advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Helpdesk Specialist to join our team in the Chantilly location providing Enterprise IT support to our DoD customer.

**Responsibilities include, but are not limited to:**

· Provide polite, friendly and helpful customer service by answer incoming calls from customers to create incident tickets, answer inquiries, questions, and provide information.

· Answer calls and respond to emails

· Handle customer inquiries both over the phone and by email

· Research required information using available resources

· Resolve customer concerns

· Provide customers with product and service information

· Enter new customer information into system

· Update existing customer information

· Process orders, forms and applications

· Identify and escalate priority issues

· Route calls to appropriate resource

· Follow up customer calls where necessary

· Document all call information according to standard operating procedures

**Basic Qualifications:**

· Polite, friendly and helpful customer service and communications skills

· Documentation and triage capabilities

· Basic MS Office and Ticketing system experience

· Able to communicate clearly over the phone to end users

· Professional attitude

· Willingness to learn new skills

**Preferred Qualifications:**

· High school diploma or equivalent

· Verbal and written communication skill

· Listening skills

· Customer service orientation

· Organizational skills

· Attention to detail

· Good judgment

· Adaptability

· Team work

· Knowledge of customer service principles and practices

· Good data entry and typing skills

**Security Clearance Requirements:**

· Active Top Secret clearance adjudicated within the past 6 years. Candidate must be open to a counter-intelligence polygraph.

**Physical Requirements:**

· Must be able to remain in a stationary position up to 75% of the time

· Must be able to clearly and accurately communicate with customer

· Must be able to observe and detect employee deviations from established policy

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.
60d+ ago

Help Desk Specialist II

Halvik Corp
Silver Spring, MD
Halvik is looking for a Help Desk Specialist II to join the Service Desk team at a federal agency in Silver Spring, MD\. This is a full time W2 position with Halvik\. The position will be customer facing and requires excellent personal communication skills\.
Job responsibilities:

● Hardware & software installation, break/fix support, hardware deployment and proper removal from service, desk side support

● Experience with working on hardware and software issues on MacOS, Windows platforms

● Support for various productivity applications such as Active Directory

● iPhone & iPad setup and support

● Printer installation and support

● Provide phone support for surge and project specific tasks as needed

● Monitor e\-mail queue throughout the day, triage requests directly and contributing to team efforts to assign tickets

● Escalate tickets that cannot be resolved to senior technicians or subject matter experts

● Escalate Service Desk issues and trends on behalf of the front\-line staff to Service Desk manager for visibility, awareness, and follow up

● Work collaboratively with Service Desk technicians to resolve user issues

### Requirements

+ Familiarity with Windows and MacOS operating systems, internals
+ Familiarity with McAfee AV, Encryption
+ Prior experience working with a Enterprise wide ticketing system
+ Prior experience working with a Enterprise wide Service Desk / Desktop Support environment
+ Prior experience working with a Active Directory in an Enterprise environment
+ Prior work experience in a federal agency \(desired\)

**Halvik offers a competitive full benefits package including:**

Company\-supported medical, dental, vision, life, STD, and LTD insurance

Benefits include 10 federal holidays and PTO\.

401\(k\) with company matching

Flexible Spending Accounts for commuter, medical, and dependent care expenses

Tuition Assistance

Charitable Contribution matching

To comply with the guidance provided by the Safer Federal Workforce Task Force \(Task Force\) \(https://www\.saferfederalworkforce\.gov/overview/\)for Federal Contractors and Subcontractors, Halvik is requiring COVID\-19 vaccinations for all their employees except where an employee is legally entitled to an accommodation\.

_Halvik Corp is an_ _equal opportunity employer\. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status\._

Job Category: NOAA
New
3d ago

Help Desk Specialist

ERT
Silver Spring, MD
The Help Desk is the central point of contact between users and IT and has a broad range of responsibilities, including delivering high quality hardware and software support, identifying and lowering IT costs, supporting process and technology changes, and ensuring user satisfaction. Responsibilities also include identifying business opportunities, receiving and tracking calls from users, attempting to resolve issues at initial contact, escalating incidents, notifying users of progress, and maintaining agreed-upon service levels. As the focal point for all IT service requests, this individual will assist the Help Desk personnel by performing routine tasks.

The right candidate will be creative and familiar with a variety of IT concepts, practices, and procedures. The candidate will rely on experience and judgment to plan and accomplish goals and perform a variety of complicated tasks. May be responsible for leading and directing the work of others. Specifically, will be responsible for:
* Identify, research, and resolve complex technical problems and works with vendors.
* Provide operational management support in the absence of the Help Desk Team Leader, providing the direction for day-to-day operations of the help desk, as requested
* Create and evolve Help desk related standard concepts, practices, and procedures to ensure service levels are maintained.
* Document, track, and monitor IT service requests to ensure resolution in a timely manner.
* Assist in updating and maintenance of the Configuration Management Database (tracking of IT assets)
* Troubleshooting, upgrading and/or replacing hardware and software components including but not limited to operating system installation, motherboard or power supply replacements, and software and license installation.
* Take ownership of service tickets, assign and or resolve requests
* Use Active Directory (AD) to manage user accounts and computers, as well as linking GPOs to OUs and Groups.
* Oversee printers, supplies, and print server.
* Collaborate with stakeholder to identify solutions to problems presented in virtualizing and working with software representatives to find solutions to problems.
* Scan and patch systems that were showing up as vulnerable.
* Manage email accounts and email groups in NOAA's ICAM system.
* Perform other tasks as assigned under the supervision of the Help Desk Team Leader.

Desired

* ITIL Foundations Concepts, Certification preferred
* Cloud Technology Knowledge, Certification
* Citrix Server Support
* System Administration Windows, Linux
* Managerial/Supervisory
* IT Security, Vulnerability Remediation

Required

5-7 years of experience in an IT support environment. Must knowledge of Active Directory, network cabling and network file and print services. Proficiency in computer applications: Windows and Microsoft Office applications, required. Must have excellent oral and written communications skills.

Must be able to pass a background investigation to obtain a security badge to enter the applicable government facility.

Education

BA/BS in Computer Science, Information Technology/Systems or related field, or equivalent.
10d ago

APPLICATIONS HELP DESK SPECIALIST

Syneren Technologies Corporation
Arlington, VA
Syneren is currently seeking a APPLICATIONS HELP DESK SPECIALIST. The ideal candidate thrives in a team atmosphere, takes pride in his/her work, and is committed to a highly proactive, process-driven approach.
Responsibilities:

+ Provides support to end users on a variety of applications issues.

+ Identifies, researches, and resolves technical problems.

+ Responds to telephone calls, email, and personnel requests for technical support.

+ Documents, tracks, and monitors the problem to ensure a timely resolution.

+ Follows pre-established guidelines to perform the functions of the job.

Qualifications:

+ AA degree (or equivalent) with 0 to 2 years of experience in the field or in a related area..

Clearance Requirement :

+ Government Background Investigation

Resume submission: Please email your resume to info@syneren.com.

Syneren is a Great Place to Work certified company! We welcome you to join our award winning team of experts!

Additional information on our company capabilities is at www.syneren.com .

Syneren is a place where we value Inclusion, Collaboration, and Innovation. If you join our team, you will be part of a vibrant, talented workforce that is actively helping our Federal Government agencies in their modernization and digital transformation efforts. We invite you to apply and explore the opportunity to work together. We are looking forward to hearing from you!

Read more about our culture, mission and values at https://www.syneren.com/careers.html .

Syneren offers an array of flexible, affordable, competitive benefits including Health and Wellness, 401(k) contributions, paid vacation, holidays, sick leave, tuition reimbursement, referrals, performance incentives, short and long term disability benefits and more.

Local candidates only please. No third-party recruiters. Thank you for your interest in Syneren Technologies Corporation.

Syneren Technologies Corporation is an Equal Opportunity/Affirmative Action Employer.

www.dhs.gov/E-Verify . E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.
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Average Salary For a Help Desk Specialist

Based on recent jobs postings on Zippia, the average salary in the U.S. for a Help Desk Specialist is $46,030 per year or $22 per hour. The highest paying Help Desk Specialist jobs have a salary over $57,000 per year while the lowest paying Help Desk Specialist jobs pay $36,000 per year

Average Help Desk Specialist Salary
$46,000 yearly
$22 hourly
Updated October 25, 2021
36000
10 %
46000
Median
57000
90 %

Highest Paying Cities For Help Desk Specialist

0 selections
CityascdescAvg. salaryascdescHourly rateascdesc
Washington, DC
$68,374
$32.87
New York, NY
$66,851
$32.14
San Francisco, CA
$59,080
$28.40
Boston, MA
$58,502
$28.13
Baltimore, MD
$51,396
$24.71
Charlottesville, VA
$44,927
$21.60

5 Common Career Paths For a Help Desk Specialist

Systems Administrator

Systems administrators are employees who oversee information technology infrastructures in the office. They are skilled information technology professionals who are knowledgeable about the company's network systems and other technology-related infrastructures. They are responsible for installing, configuring, or updating network systems, software, and hardware. They also monitor the different systems and troubleshoot any issues that users may encounter. Systems administrators manage the access of users, ensure the security of the network, and address any challenges that users may have. They conduct repairs and routine maintenance to ensure that the systems in place are in the best shape.

Network Administrator

A network administrator is responsible for managing an organization's computer systems, ensuring its smooth operations and highest efficiency. Network administrators' duties include inspecting network malfunctions, troubleshooting unresponsive programs, improving system processes, analyzing client's specifications, upgrading existing applications, coordinating with the technology department, and creating a report of network issues resolutions. A network administrator should display a strong command of programming languages. Extensive knowledge in the technology industry and analytical and problem-solving skills to manage network problems immediately is also necessary.

Network Technician

A network technician is responsible for system malfunction diagnosis and troubleshooting operations. Network technicians duties' include repairing damaged system components, analyzing computer systems and blueprints, installing network connections, and upgrading accessories for efficient operations. Other duties include assisting customers with technical issues, ensuring computer systems' privacy, creating documents of network issues and resolutions, and suggesting alternative equipment for network backups. A network technician must have a broad knowledge of the technology industry and mechanical processes, plus the ability to work under pressure with minimal supervision.

Information Technology/Support Technician

An information technology (IT) support technician is a professional who is responsible for providing support and troubleshoots software and hardware problems faced by customers. As for larger organizations that have their own IT department, technicians must work together internally with their IT staff members. IT support technicians are involved in inspecting and resolving minor local area network and wireless network issues, which include TCP/IP, DHCP, and VPN. They are also required to obtain an associate's degree in computer science or related field.

Systems Engineer

Systems engineers are responsible for creating and overseeing systems related to the overall operations of the organization. They are in charge of assessing the organization's needs in terms of systems and creating plans to address these needs. These systems are usually related to the production or manufacturing of company products. Systems engineers create end-to-end processes that ensure efficiency and effectiveness. They make sure that the processes they put in place adhere to safety and security policies and guidelines. They also do routine checks and continuously find ways to further improve production and other systems.

Illustrated Career Paths For a Help Desk Specialist