Help Desk Specialist

NexTech Professional Services; Kearneysville (WV); On-site; USD 36,000 - 44,000; Full time

Job summary

NexTech Professional Services in Kearneysville, West Virginia, is seeking a Customer Service/Help Desk specialist to analyze routine issues, resolve common problems, and provide information and training on software applications.

The role requires 1–5 years in customer service, a High School diploma or GED, and familiarity with ITSM ticketing tools. Certifications like CompTIA A+ are a plus; must be able to obtain government Public Trust clearance.

Qualifications

• High School diploma or GED required or preferred.
• 1-5 years of customer service experience.
• Experience using an ITSM ticketing tool and escalation workflows is preferred.

Responsibilities

• Uses automated information systems to analyze routine situations.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling requests for information and training on software applications.
• Conducts technical research to resolve issues as they are presented.
• Interacts with team members to restore services and identify/correct core problems.
• Receives, logs, and tracks incidents and service requests using the approved ticketing process.
• Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
• Resolves common issues (access, password resets, basic application support).
• Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
• Maintains professional customer service and clear communication with users.

Skills

Customer service

Communication

Troubleshooting

Education

High School diploma or GED

Tools

ITSM ticketing tool

Job description

Kearneysville, West Virginia, United States

$ 40,000.00 - 40,000.00 (US Dollar)

Key Tasks and Responsibilities

• Uses automated information systems to analyze routine situations.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available
• Conducts technical research to resolve issues as they are presented
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• Receives, logs, and tracks incidents and service requests and incoming calls using the approved ticketing process. May prioritize for proper action.
• Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
• Resolves common issues (access, password resets, basic application support).
• Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
• Maintains professional customer service and clear communication with users.

Education & Experience

• High School diploma or GED is preferred.
• 1-5 years of customer service is preferred.
• Experience using an ITSM ticketing tool and following escalation workflows preferred.

Certifications

• Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar) however not required

Security Clearance

• Must be able to obtain and maintain government customer Public Trust clearance.