Help Desk Support Specialist

Obsidian Solutions Group; Dunn Loring (VA); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Help Desk Support Specialist to deliver exceptional customer service as the primary point of contact for IT service-related issues. This role involves troubleshooting, guiding users through problem-solving, and ensuring timely resolution of technical issues. The ideal candidate will possess strong organizational and communication skills, with a commitment to operational excellence. Join a fast-growing firm dedicated to providing top-notch IT services to the DOD and Intelligence Community, where your contributions will directly impact the quality of service provided to clients.

Qualifications

• Bachelor’s Degree with two years of relevant experience preferred.
• Strong organizational and communication skills required.

Responsibilities

• Provide technical assistance and support for IT service-related issues.
• Respond to queries and guide customers through problem-solving processes.
• Generate reports to identify recurring malfunctions.

Skills

Customer Service

Communication Skills

Organizational Skills

Problem Solving

Multitasking

Education

Bachelor’s Degree

Tools

ServiceNow

Job description

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Description

The Help Desk Specialist will provide superior customer service in support of the Enterprise Service Desk. As the Help Desk Specialist, you will serve as the end-user’s single point of contact for reporting all IT service-related issues, initiate requests for all IT services contained in the IT Service Catalog, and assist with any questions concerning IT services.

Responsibilities

• Provide technical assistance and support related to computer systems, hardware, or software.
• Respond to queries, run diagnostic programs, isolate problems, and implement solutions.
• Respond to email or chat messages seeking help.
• Guide customers through problem-solving processes.
• Run diagnostic programs to resolve issues.
• Follow up with customers to ensure issues are resolved.
• Gather feedback from customers about system usage.
• Generate reports to identify recurring malfunctions.
• Create or route support tickets in the incident management system.
• Attempt First Call Resolution (FCR) for all requests.
• Provide first contact support for account resets, unlocks, troubleshooting, and security issues.
• Support a 24x7x365 operations center, including swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am, and weekends.

Requirements

• Bachelor’s Degree with two years of relevant experience preferred; experience can substitute for a degree.
• Strong organizational and communication skills, both verbal and written.
• Ability to handle confidential information discreetly.
• Detail-oriented with multitasking ability.
• Operational experience with ServiceNow.
• Experience in the Intelligence Community is a plus.
• Customer service, organizational, and time management skills.
• DoD 8140 (formerly 8570.01-M), IAT Level I: Current A+ CE or Security+ CE Certification, or ability to obtain within 6 months.

Physical Requirements and Work Environment

• Sitting, talking, hearing, and using hands and arms regularly.
• Occasional walking, standing, climbing, balancing, stooping, kneeling, crouching, or crawling.
• Occasional lifting up to 25 pounds.
• Specific vision abilities required include close vision.

About Obsidian Solutions Group

Obsidian Solutions Group LLC (OSG) is a fast-growing professional services firm based in Fredericksburg, VA, providing enterprise IT, intelligence analysis, and professional services to the DOD and Intelligence Community. We are a service-disabled, veteran-owned small business committed to operational excellence and employee well-being.

Equal Opportunity Employer

Obsidian Solutions Group is an equal opportunity employer, considering all qualified applicants without regard to race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, or other protected characteristics.