Help Desk Specialist

Marathon TS; Ashburn (VA); On-site; USD 33,117 - 39,743; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A tech-driven support company in Virginia is seeking a Help Desk Specialist to ensure quality documentation and deliver effective technical support. The role includes analyzing documents and communicating solutions to users while maintaining high standards. Candidates should have an Associate's degree and at least two years of experience in help desk support. Competitive benefits including medical and vision insurance are provided.

Qualifications

• 2+ years of experience in help desk support.
• Proficient in documentation tools and help desk software.
• Strong analytical skills for assessing usability of technical documents.

Responsibilities

• Ensure documentation aligns with quality standards while providing technical support.
• Analyze product documentation and write user guides.
• Communicate troubleshooting instructions to remote users.

Skills

Help desk support

Technical writing

Communication skills

Education

Associate’s degree in Communications, Technical Writing, Information Technology, or a related field

Tools

Microsoft Word

Adobe FrameMaker

Job description

This range is provided by Marathon TS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$24.04/hr - $28.85/hr

Job Overview

The Help Desk Specialist will be responsible for ensuring that documentation aligns with the highest quality standards while providing effective technical support to users. This role involves analyzing product documentation, identifying areas for improvement, and writing clear, concise user guides, help manuals, and standard operating procedures. Additionally, the role includes offering help desk support, addressing user queries, troubleshooting technical issues, and ensuring a seamless user experience.

Position Summary

The Help Desk Support plays a critical role in bridging the gap between complex technical information and user-friendly documentation. This position requires strong analytical skills to assess the usability of technical documents and the ability to communicate effectively with users to provide solutions to their issues. With a focus on customer service to agents in the field, the ideal candidate will be able to communicate troubleshooting instructions to remote users. Future support includes identity management and role assignments.

Qualifications

• Associate’s degree in Communications, Technical Writing, Information Technology, or a related field.
• Minimum of 2 years of experience in help desk support.
• Proficient in documentation tools such as Microsoft Word, Adobe FrameMaker, or equivalent software.
• Strong understanding of help desk software and ticketing systems.
• Excellent communication skills, both written and verbal, and the ability to present complex information clearly.

Seniority Level

Associate

Employment Type

Full-time

Job Function

Information Technology

Benefits

• Medical insurance
• Vision insurance
• 401(k)

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