Help Desk Specialist I - Secret Clearance

Dunhill Professional Search & Government Solutions; United States; A distancia; USD 42.000 - 54.000; Jornada completa

Descripción de la vacante

Dunhill Government Solutions is seeking a Help Desk Specialist I to support users of multiple software applications on a federal program. This fully remote role operates on the overnight shift (10:00 PM – 6:00 AM CT, Sun–Thu), requiring a current Secret clearance and U.S. citizenship.

The role involves triage, incident creation, documentation, and liaison between customers and developers, with opportunities to contribute to manuals, FAQs, and satisfaction surveys.

Formación

• Bachelors with 1 year experience, or Associates with 3 years, or HS diploma with 5 years of experience.
• Current Secret security clearance required.
• Able to work 10:00 PM - 6:00 AM CT, Sunday through Thursday.
• Strong interpersonal, telephone and written communication skills.
• Able to multitask and work in a team-oriented environment; quick learner.

Responsabilidades

• Serve as a help desk team member handling inquiries from users of multiple applications.
• Perform initial triage, document problems, create an incident and confirm contact details.
• Monitor network management systems and ensure prompt responses to user requests.
• Collect data for troubleshooting and liaise between customer and developers.
• Escalate to next level and log/track requests as primary contact.
• Resolve basic questions on account administration, navigation and FAQs.
• Help maintain FAQ log and distribute official answers.
• Contribute to help desk manuals and documentation; assist with surveys and trend reports.

Conocimientos

Communication skills

Teamwork

Multi-tasking

Customer service

Educación

Bachelor's degree

Associate's degree

High School diploma

Descripción del empleo

Dunhill Government Solutions is hiring a Help Desk Specialist I to support users of software applications on a federal program. This is a fully remote (telework) role on the overnight shift.

Responsibilities:

• Serve as a member of a help desk team handling inquiries from users of multiple applications
• Assess each customer's issue, perform initial triage, document the problem, create an incident and confirm the customer's contact information is accurate and complete
• Perform basic user-problem analysis; assist with monitoring network management systems and ensure a prompt, appropriate response to customer requests
• Collect screenshots and other data for troubleshooting and act as a liaison between the customer and program developers
• Escalate to the next level of support and triage to technical staff when appropriate; log and track requests for assistance as a primary user contact
• Resolve basic questions on account administration, system navigation and functionality, access and FAQs
• Help compile and maintain a log of Frequently Asked Questions and help manage and distribute official answers
• Contribute to help desk procedure manuals and documentation; assist with user satisfaction surveys, problem-trend tracking and reports

Required qualifications:

• Bachelor's degree and 1 year of experience, OR Associate's degree and 3 years of experience, OR High School diploma and 5 years of experience
• Current Secret security clearance
• Able to work 10:00 PM - 6:00 AM CT, Sunday through Thursday
• Strong interpersonal, telephone and written communication skills; confident guiding customers step by step
• Able to multi-task, work in a team-oriented environment and continually learn new applications

Preferred:

Knowledge of the ITIL framework and processes; prior military experience or knowledge is helpful but not required.

Location:

Remote (telework), United States.

Schedule:

Full-time, 40 hours/week, 10:00 PM - 6:00 AM CT, Sunday through Thursday.

Clearance:

Current Secret clearance required. US Citizenship required.