Hite Consulting, Inc. ยท 4 months ago
Help Desk Specialist I
United States
Full-time
Remote
Entry Level
$58K/yr - $63K/yr
1+ years expHite Consulting, Inc. is a fast-growing management consulting firm that partners with federal and state agencies to solve complex challenges. They are seeking a motivated and customer-focused Help Desk Specialist I to provide Tier 1 support for federal information systems, ensuring users can effectively access and navigate these critical systems.
ConsultingManagement ConsultingProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
Provide Tier 1 Help Desk support via phone and virtual channels to user of federal information systems
Create Help Desk tickets in the designated ticket tracking system and acknowledge receipt to end users
Use available work aids, knowledge bases, and scripts to resolve issues
Receive, triage, and escalate unresolved tickets to Tier 2 support according to defined procedures
Serve as the initial point of contact for troubleshooting all system-related problems, including access and credential issues, system functionality questions, system defects, and general system support
Develop a functional understanding of various process flows and operations within the grants management systems
Compile and organize Help Desk data for monthly status and performance reports
Provide clear written and oral communications to end users and internal teams
Make recommendations to improve Help Desk documentation and knowledge base articles
Performs other duties as assigned
Qualification
Required
Minimum of 1 year of experience in a relevant domain area (e.g., IT support, customer service, systems operations, or technical support)
Demonstrated ability to communicate effectively in both oral and written forms
Strong customer service orientation and professional demeanor
Experience troubleshooting general IT issues, including access/login problems and basic system functionality
Strong attention to detail, ability to follow procedures, and seek solutions for customers
Strong Microsoft Office 365 skills (Word, Excel, MS-Teams)
US Citizenship is required to obtain and maintain a Public Trust clearance
Preferred
Bachelor's degree or equivalent experience in a technical discipline (e.g., Information Technology, Computer Science)
Experience providing Tier 1 or Tier 2 Help Desk support in a federal or enterprise IT environment
Experience using a ticketing system such as Jira, ServiceNow, or Zendesk
Experience using technical directories, documentation, or virtual resources to troubleshoot issues
Company
Hite Consulting, Inc.
Hite Consulting, Inc., is a growing management consulting firm solving complex challenges for federal agencies.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase