Service Desk Specialist

Halvik; Boulder (CO); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision, life

STD and LTD insurance

11 federal holidays and PTO

401(k) with company matching

Flexible Spending Accounts

Tuition Assistance

Charitable Contribution matching

Job summary

Halvik Corp in the United States seeks a qualified IT support professional to enhance end-user support for a Federal government customer. The role focuses on onsite resolution of Tier 2 and Tier 3 requests, addressing IT challenges, and training end-users on enterprise systems.

You will work across hardware, software, and mobile devices, coordinating with IT teams for procurement and improving end-user experience across multiple office locations.

Qualifications

• Minimum 3 years of service desk or helpdesk experience.
• Experience communicating and resolving end-user IT issues on various technologies.
• Certifications are a plus but not mandatory.

Responsibilities

• Handle incident/service request tickets, emails, and calls for IT support; manage queues.
• Prioritize tasks and report milestones and progress.
• Provide in-person and remote IT support with diplomacy.
• Troubleshoot devices (laptops, desktops, MFDs, peripherals) and mobile OS issues.
• Support software: Windows 11, Microsoft 365, NTIA apps, Azure shares, Adobe CC.

Skills

End-user IT support

Communication skills

Problem solving

Education

AA/AS degree

Tools

Windows 11

Microsoft 365

NTIA enterprise applications

Azure Network file shares

Adobe Creative Cloud

Job description

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for enhancing the end-user support capability of a Federal government customer with multiple office locations. The primary focus involves onsite resolution of Tier 2 and Tier 3 service requests, issues, and challenges. The candidate will provide tailored IT support, addressing specific IT challenges, escalating unresolved issues to specialized IT teams and track resolution progress, coordinate with other IT departments for hardware and software procurement, and train end-users on new enterprise systems and applications.

Core Responsibilities

• Working incident/service request tickets/emails, managing Service Desk queues, and answering incoming calls/walk-ins for IT Support
• Prioritize work/tasking of self and regular reporting on milestones and progress
• Providing skilled diplomatic professional in-person and remote IT support
• Performing physical device troubleshooting and support to include but not limited to; laptops and desktops multi-functional devices (MFDs), peripherals to include PIV/CAC readers, monitors, and external encrypted drives
• Supporting and troubleshooting mobile Android and iOS Devices
• Supporting and troubleshooting of various software technologies, to include but not limited to; Windows 11, Microsoft365 and NTIA enterprise applications, Azure Network file shares, and specialized science applications and software, Adobe creative cloud applications

Minimum Requirements

• Education: AA/AS degree (or equivalent).
• Experience: Minimum 3 years of service desk and/or helpdesk experience.
• Technical Proficiency:
  • Experience effectively communicating and solving end user issues on a variety of IT related technologies
• Certifications: While not mandatory, possession will have more weight in consideration.

Preferred Expertise

• Demonstrated success supporting Federal contracts.
• Strong technical analysis and troubleshooting capability and skills; ability to escape complex issues; strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
• Ability to work collaboratively with others and contribute to a team environment.

Privacy Policy – Halvik Corp

Halvik Offers a Competitive Full Benefits Package Including

• Company-supported medical, dental, vision, life, STD, and LTD insurance
• Benefits include 11 federal holidays and PTO
• Eligible employees may receive performance-based incentives in recognition of individual and/or team achievements.
• 401(k) with company matching
• Flexible Spending Accounts for commuter, medical, and dependent care expenses
• Tuition Assistance
• Charitable Contribution matching

Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Halvik's pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.