IT Help Desk Support Specialist Career Opportunity

Our client who is a well-respected government agency is seeking an experienced IT Help Desk Support Specialist. This person will provide daily support to both walk-in and remote internal agency users, managing and triaging incidents and requests through ServiceNow. The ideal candidate will be highly skilled in troubleshooting, incident resolution, documentation, possess excellent soft skills and thrive in a challenging user environment.

IT Help Desk Support Specialist Key Responsibilities

• Triage and Manage Incidents: Efficiently triage and prioritize incidents and service requests using ServiceNow.

• User Interaction: Provide daily assistance to walk-in users and remote users, helping them assess and resolve their IT issues.

• Answering Phones: Respond promptly to phone inquiries, providing immediate support and resolving user issues or directing calls as necessary.

• Customer Service: Exhibit strong interpersonal skills and maintain a high level of customer service, ensuring a positive user experience.

• Problem-Solving: Quickly identify, troubleshoot, and resolve technical issues, escalating complex problems when necessary.

• Documentation: Accurately document all incidents, requests, and resolutions in ServiceNow.

• Collaboration: Work closely with other IT team members to ensure seamless support and knowledge sharing.

• Office Presence: Be available and present at the office from 8:00 AM to 5:00 PM to assist users in person.

IT Help Desk Support Specialist Required Qualifications

• Proven experience in a similar Service Desk or IT Support and problem resolution role.

• Required 2 years of technical support experience.

• Proficiency in using ServiceNow for incident and request management.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities and technical troubleshooting skills.

• Ability to work effectively in a high-demand environment with challenging users.

• Commitment to maintaining a high level of customer satisfaction.

IT Help Desk Support Specialist Preferred Qualifications

• Technical Certifications preferred: Candidate should have one of the following certifications A , Network , or Security , or a minimum 2 years of technical support skills on in a Service Desk role.

• Familiarity with remote support tools and techniques.