Help Desk Support Specialist

Help Desk Support Specialist – Journeyman

TriMerge is seeking a Help Desk Support Specialist – Journeyman to provide critical technical support and assistance for a government contract with the Navy. This role is designed for professionals with experience in IT support and troubleshooting, who are skilled in providing technical assistance and resolving issues for end-users. The position is based on-site at the government facility in Patuxent River, MD, with 99% of work performed on-site. Telework is permissible only on a situational basis, with prior approval from the customer, in accordance with the organization’s policy and project needs.

Key Responsibilities

• Technical Support: Provide technical assistance and support to end-users regarding computer systems, hardware, software, and networking issues. Resolve issues through phone, email, and in-person support.
• Troubleshooting and Issue Resolution: Identify and troubleshoot technical problems, determining the root cause and providing solutions. Escalate complex issues to senior support staff or other teams as necessary.
• System and Software Support: Assist with the installation, configuration, and maintenance of hardware and software. Ensure that all software and hardware are up to date and functioning properly.
• Help Desk Operations: Respond to user requests and service desk tickets in a timely and professional manner. Maintain accurate logs of requests, resolutions, and troubleshooting steps.
• User Training: Provide basic training and guidance to end-users on software and system usage, offering tips for enhancing user productivity.
• System Maintenance and Updates: Perform regular system checks, updates, and patches to ensure optimal performance and security. Assist in routine maintenance and upgrades to IT systems and infrastructure.
• Documentation and Reporting: Maintain detailed documentation of user interactions, technical issues, and resolutions for future reference. Provide reports as needed to track recurring issues and trends.

Minimum Qualifications

• Education and Experience:
• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• At least 3 years of experience in IT support, troubleshooting, or related roles.
• Knowledge of common operating systems (Windows, MacOS, Linux) and productivity software (Microsoft Office Suite, etc.).
• Technical Proficiency: Strong knowledge of computer hardware, software, and networking principles.
• Familiarity with remote desktop tools and help desk software (e.g., ServiceNow, Jira, Zendesk).
• Experience with Active Directory, networking protocols, and VPN technologies is a plus.
• Problem-Solving and Analytical Skills: Strong troubleshooting skills, with the ability to identify, diagnose, and resolve technical issues.
• Communication Skills: Excellent communication skills, both verbal and written, with the ability to explain technical information to non-technical users.
• Customer Service Orientation: Ability to provide a high level of customer service in a fast-paced environment.

Compensation

• Estimated Base Salary: $50,000 – $65,000 annually
• Salary based on experience and qualifications.

This role offers an excellent opportunity for a skilled Help Desk Support Specialist to make an impact in supporting the Navy’s IT operations and systems, providing solutions and enhancing user productivity in a fast-paced, customer-focused environment.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $50,000 - $65,000