IT Helpdesk Specialist
Job Description
Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply advanced consulting skills and extensive technical expertise, including full industry knowledge. Develop innovative solutions to complex problems. Work without considerable direction, and mentor and supervise team members.
Requirement(s)
Basic Qualifications: 2+ years of experience assisting users to resolve issues in a technical help desk support role Experience analyzing call center and ticketing system reports to design response handling strategies Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking and escalation, and CRM applications Knowledge of common Help Desk platforms, including ServiceNow or Jira Service Desk Knowledge of Microsoft Office Suite Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements Bachelor’s degree Additional Qualifications: 2+ years of experience supporting the CDC or other government organizations Experience identifying, tracking, monitoring, and prioritizing requests Experience installing, configuring, testing, and maintaining hardware and software Experience serving as a liaison to OCIO Cybersecurity Program Office and IT Operations teams, including users, equipment, servers, workstations, and software, for supporting IT projects Knowledge of cloud environments, including AWS or Azure Knowledge of leveraging industry Best Practices and Standards and existing OCIO IT Customer Support and Customer Security Incident Response Team operations Master's degree CompTIA Certification, including A+, Network+, or Security+ Certifications
