Tier III Help Desk Support Specialist

Dynamic Solutions Technology LLC; Oregon; Hybrid; USD 40,000 - 75,000; Full time

Job summary

An established industry player is on the lookout for a dedicated Tier III Help Desk Support Specialist to provide essential technical support for a government agency. This role involves troubleshooting various hardware issues, managing support tickets, and ensuring compliance with government policies. With a focus on customer service and technical expertise, you will contribute to a mission-driven organization that values your skills. If you are passionate about technology and thrive in a collaborative environment, this is the perfect opportunity to make a significant impact.

Qualifications

• 5-6 years of relevant experience in IT support.
• Security clearance or investigation required.

Responsibilities

• Provide first-tier technical support to ensure positive customer experiences.
• Troubleshoot hardware issues and manage support tickets effectively.

Skills

Technical Troubleshooting

Customer Service

Problem Resolution

Communication Skills

Critical Thinking

Education

High School Diploma or GED

Tools

Help Desk Ticketing Platforms (Remedy, ServiceNow)

Microsoft Office

Adobe Acrobat

Job description

Dynamic Solutions Technology, LLC

Dynamic Solutions Technology, LLC, is a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are seeking a full-time Tier III Help Desk Support Specialist to support a government agency based in Washington, DC, Maryland, with sites in South Carolina, Tennessee, and Texas. This is an exempt position with remote flexibility.

Responsibilities:

• Provide first-tier support, including technical troubleshooting and problem resolution, ensuring positive customer experiences in a mission-driven organization.
• Troubleshoot and resolve issues with various hardware and devices such as laptops, portable monitors, printers, scanners, docking stations, desktop PCs, projectors, and government-provided mobile devices.
• Accept support tickets via telephone, email, or IT Support Ticket system.
• Ensure compliance with government policies, procedures, and timelines for ticket escalation and resolution.
• Assist end users by troubleshooting, asking probing questions, recording data, and documenting actions in customer tickets.
• Use knowledgebase resources to resolve issues, escalate tickets appropriately, and verify customer details, device information, error codes, and attach screenshots.
• Follow up on open support requests to ensure timely resolution.
• Provide enhanced desktop and user support to VIP customers.
• Maintain and contribute to Desktop Support SOPs and training manuals.
• Follow ITIL processes for incident resolution, demonstrating a mature customer service approach.

Qualifications Requirements:

• High School Diploma or GED.
• 5 to 6 years of relevant experience.
• Security clearance or investigation, such as a Tier 1/National Agency Check with Inquiries (NACI).

Preferred Qualifications and Skills:

• Industry certifications such as HDI, CompTIA A+/Network+/Security, MCSA: Windows 10, MCSE: Desktop Infrastructure, MCDST, or ITIL Foundation (within 3 months of hire).
• Knowledge of COTS applications like Adobe Acrobat and Microsoft Office, and networking.
• Experience with help desk ticketing platforms like Remedy or ServiceNow, including real-time documentation.
• Ability to work independently and in teams, manage multiple tasks, and learn technical concepts.
• Excellent oral and written communication skills, critical thinking, and proficiency in Microsoft Office applications.