Technical IT Support – Help Desk

Job Description:

This role is part of a lean, customer-focused team responsible for providing application support, user account management, and technical assistance for enterprise COTS/GOTS and custom-built applications. Team members work closely with application developers, system administrators, and business stakeholders while interacting daily with end users to troubleshoot issues, deliver training, and ensure applications effectively support mission operations. Success in this role requires strong customer service, communication, and collaboration skills, with the ability to diagnose technical issues, explain solutions to non-technical users, and contribute to the continuous improvement of application support services and user experience.

Responsibilities

• Manage staff, contractor, and external user accounts on various applications
• Maintain customer satisfaction by providing remote and deskside support for COTS/GOTS applications that users rely on to perform daily tasks.
• Diagnose and troubleshoot application incidents and problems escalated from the Service Desk or end-users.
• Respond to emails, direct messages, and dispatched requests for technical support.
• Identify, research, and recommend solutions for a variety of technical problems across the software/application portfolio based on user feedback.
• Collaborate with developers and administrators to escalate issues requiring functional, UI/UX, or backend modifications.
• Execute manual and automated testing strategies to ensure the quality, functionality, and performance of custom-built applications.
• Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs).
• Record and document all relevant incident or problem information in the ITSM tracking platform.
• Act as a power-user of various productivity and mission-support applications to satisfy end-user needs.
• Support and deliver end-user training for common and specialized application use cases or workflows.
• Support the continual improvement of application operations based on user feedback and commonly experienced issues.
• Proficiency in designing and developing websites on Google Sites.
• Ability to gain and/or maintain a Public Trust clearance.

Qualifications

• Bachelor's degree in Computer Science or Information Systems, business, mathematics or related field and 1 year of relevant IT experience OR an Associate's degree in Computer Science or Information System, business, mathematics or related field and 3 years of relevant IT experience
• Experience as a power user in all of the following technologies is required: Google Workspace, Microsoft 365, and Slack.
• Experience using Service Desk ticketing systems such as ServiceNow for incident management, problem management, and request fulfillment.
• Strong written and oral communication skills are required, and expertise in communicating with customers.
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Experience using custom-built, task-tracking tools is a plus.
• Comprehensive knowledge of Google Workspace is a plus.
• Basic programming/scripting/LCNC skills are a plus.
• Preferred certifications include: ITIL Foundations, Microsoft 365 Foundations, Help Desk Institute (HDI), or similar certifications.