Help Desk Specialist

Planned Systems International, Inc.; Washington (District of Columbia); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is looking for a Help Desk Specialist to provide support for their Government client in Washington, DC. This role involves managing user accounts, troubleshooting issues, and utilizing a ticketing system to ensure timely resolutions. The ideal candidate will have a strong background in help desk support, particularly with ServiceNow, and possess excellent communication and analytical skills. Join a team that values professional growth and offers a comprehensive benefits package, including medical, dental, and tuition reimbursement. If you thrive in a dynamic environment and are passionate about technology, this opportunity is perfect for you.

Benefits

Paid Leave

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Tuition Reimbursement

401(k) Plan with Employer Match

Qualifications

• 4+ years of Help Desk experience with excellent communication skills.
• Bachelor's Degree in a technical field preferred.

Responsibilities

• Manage user accounts and ServiceNow ticketing system for timely customer service.
• Provide support to in-office and remote users, escalating tickets as necessary.

Skills

Help Desk Support

ServiceNow

Active Directory

Analytical Skills

Communication Skills

Problem-Solving

Time Management

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Electronics Engineering

Tools

Microsoft Office

ServiceNow Ticketing System

Job description

Help Desk Specialist

Location: US-DC-Washington

Job ID: 2025-11010

Overview

Planned Systems International, Inc (PSI) is seeking a Help Desk Specialist to support our Government customer in Washington, DC for our DoS PHIMS contract.

Location: Washington, DC

Clearance: Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information.

Essential Functions and Job Responsibilities

1. Manage user accounts, applications, Service Now ticketing system, and asset tracking; ensure customer service is timely and accurate; conduct component level diagnostics.
2. Assist in the use of a variety of clinical business software and operating systems.
3. Provide support to in-office and remote users using Service Now ticketing system, escalating tickets as necessary to support teams.
4. Support program-level Service Desk functions, including evaluating, processing/resolving, and tracking all Tier I/II/III Trouble Tickets.
5. Review Trouble Tickets to ensure information is complete and accurate; coordinate with ticket originators for additional details.
6. Analyze Trouble Tickets, classify, and prioritize for timely resolution.
7. Collaborate with external organizations to resolve issues.
8. Reproduce, analyze, and report valid problem defects; process Trouble Tickets for resolution.
9. Provide trend analysis and reporting on activities.
10. Handle user account provisioning and troubleshooting.
11. Perform routine tasks independently; work on moderately complex assignments.
12. Follow standard procedures for data analysis and situation assessment.
13. Maintain documentation of procedures, processes, logs, and databases.

Minimum Requirements

1. Bachelor's Degree in Computer Science, Electronics Engineering, or related technical field preferred.
2. Minimum of 4 years of Help Desk experience.
3. Availability for duty hours: M-F 8:30am - 5:00pm, with planned shift work supporting 24x7 operations in October.
4. Experience with ServiceNow ticketing system.
5. Knowledge of workstation administration, imaging, and basic network support, including Active Directory.
6. Ability to work under stress, both independently and in teams.
7. Excellent interpersonal, oral, and written communication skills.
8. Strong analytical, problem-solving, planning, and time management skills.
9. Flexibility in working hours.
10. Proficiency in computer technology and Microsoft Office applications.
11. Ability to communicate complex information clearly to users.
12. Security Clearance: Secret.

Company Benefits

PSI offers a comprehensive benefits package including paid leave, medical, dental, vision, disability insurance, life insurance, legal services, identity theft protection, and more. We support professional growth through courses, certifications, and tuition reimbursement. Our 401(k) plan includes an employer match.

EEO Commitment

We promote equal employment opportunities for all personnel decisions, regardless of race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, veteran status, disability, or other protected characteristics. Reasonable accommodations are provided for applicants and employees with disabilities. Contact HR at [e-mail] or 703-575-8400 for assistance.