Help Desk Representative

Prescient Edge; Florida; On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive salary with bonus

Health benefits: medical, vision, and牙

Retirement plan

Career development opportunities

Positive work environment

Job summary

Prescient Edge is seeking a Help Desk Representative to support a Federal Government client. Availability is contingent upon contract award. The role requires IT support expertise, strong ticketing system skills, and the ability to obtain the necessary clearance.

The company offers a competitive benefits package and opportunities for career growth. Candidates will resolve Tier 1 and 2 issues, provide remote support, and assist with device provisioning and asset tracking across Windows, macOS,

Qualifications

• Provide technical support for cloud-based and on-prem environments with timely resolutions.
• Proficient in troubleshooting methodologies, ticketing systems (JIRA/ServiceNow), and customer service best practices.
• Strong incident resolution, remote desktop support, and end-user assistance abilities.
• Experience handling Tier 1 and 2 tickets, device provisioning, and asset tracking.
• Knowledge of Windows, macOS, and cloud-based IT support tools.

Responsibilities

• Resolve Tier 1 and 2 IT tickets, ensuring timely solutions.
• Provide remote desktop support and end-user assistance.
• Assist with enterprise device provisioning and asset tracking.
• Utilize JIRA/ServiceNow for ticket tracking and updates.

Skills

IT troubleshooting

Remote desktop support

Customer service

End user assistance

Education

Bachelor’s degree in IT or related field

Equivalent IT support experience (3+ years)

Tools

JIRA

ServiceNow

Remote desktop tools

Job description

Prescient Edge is seeking aHelp Desk Representativeto support a Federal Government client.

Please note that the availability of this position is contingent upon contract award.

AtPrescientEdge, we believe that acting with integrity and serving our employees is the key to everyone's success. To that end, we provide employees with a best-in-class benefits package that includes:

• A competitive salary with performance bonus opportunities.
• Comprehensive healthcare benefits, including medical, vision, dental, and orthodontia coverage.
• A substantial retirement plan with no vesting schedule.
• Career development opportunities, including on-the-job training, tuition reimbursement, and networking.
• A positive work environment where employees are respected, supported, and engaged.

Job Requirements

Description:

• Proposed personnel possess the knowledge and capability to provide technical support for cloud-based and on premises environments, ensuring timely and effective resolution of IT related issues.
• Personnel must be proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, ServiceNow), and customer service best practices.
• Strong skills in incident resolution, remote desktop support, and end user assistance are required.

Experience:

• Personnel must have demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems.
• Experience with Microsoft Windows, macOS, and cloud based IT support tools is required.

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or three (3) years of equivalent experience in IT support.
• Desirable but not required certifications include CompTIA A+, ITIL Foundation Certification, or Microsoft Certified: Modern Desktop Administrator Associate.

Security clearance:

• Must be a U.S. Citizen and able to obtain a clearance.

Location:

Prescient Edge is a Veteran-Owned Small Business (VOSB) founded as a counterintelligence (CI) and Human Intelligence (HUMINT) company in 2008. We are a global operations and solutions integrator delivering full-spectrum intelligence analysis support, training, security, and RD&E support solutions to the Department of Defense and throughout the intelligence community. Prescient Edge is an Equal Opportunity Employer (EEO). All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic that is protected by law. We strive to foster equity and inclusion throughout our organization because we believe that diversity of thought is critical for creating a safe and engaging work environment while also enabling the organization’s success.