Tier III Help Desk Support Specialist

ESR Healthcare; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading strategic services firm is looking for a full-time Tier III Help Desk Support Specialist. This role involves providing technical support, troubleshooting issues, and ensuring compliance with government policies. The position offers remote flexibility and requires strong communication and critical thinking skills.

Qualifications

• 5 to 6 years of relevant experience.
• Security clearance or investigation of Tier 1/National Agency Check with Inquiries (NACI).

Responsibilities

• Provide first-tier technical support and problem resolution.
• Troubleshoot and resolve issues with various devices.
• Ensure compliance with government policies for ticket resolution.

Skills

Communication

Critical Thinking

Education

High School Diploma or GED

Tools

Microsoft Office

Help Desk Ticketing Platforms

Job description

Tier III Help Desk Support Specialist

Location: Remote, OR, USA | Salary: Full Time

Company Overview: We are 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:

1. Provide first-tier support, including technical and problem resolution support, ensuring positive customer experiences in a mission-driven organization.
2. Troubleshoot and resolve issues with laptops, portable monitors, printers, scanners, docking stations, desktop PCs, projectors, printers, scanners, and government-provided mobile devices.
3. Accept support tickets via telephone, email, or IT support ticketing systems.
4. Ensure compliance with all government policies, procedures, and timelines for ticket escalation and resolution.
5. Assist end users, troubleshoot issues, ask probing questions, record data, and document actions in customer tickets.
6. Resolve issues using the knowledge base, escalate tickets promptly, and verify customer details, issue specifics, and attach relevant screenshots.
7. Follow up on open support requests to ensure timely resolution.
8. Provide enhanced desktop and user support to VIP customers.
9. Contribute to maintaining Desktop Support SOPs and training manuals.
10. Follow ITIL processes for incident resolution, demonstrating a mature customer service approach.

Qualifications:

1. High School Diploma or GED.
2. 5 to 6 years of relevant experience.
3. Security clearance or investigation of Tier 1/National Agency Check with Inquiries (NACI).

Preferred Skills and Certifications:

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