Hite Consulting, Inc. · 4 months ago
Help Desk Specialist II
United States
Full-time
Remote
Mid Level
$65K/yr - $73K/yr
3+ years expHite Consulting, Inc. is a fast-growing management consulting firm that partners with federal and state agencies. They are seeking a skilled and customer-focused Help Desk Specialist II to support users of federal information systems and handle escalated technical issues, ensuring a high level of service for mission-driven federal programs.
ConsultingManagement ConsultingProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
Respond to and resolve Tier II Help Desk tickets related to federal information systems, including escalated issues involving access, system defects, data discrepancies, and complex user support needs
Analyze, diagnose, and resolve advanced technical problems across multiple systems and platforms
Work collaboratively with Tier I support staff to provide guidance, troubleshoot recurring or complex issues, and ensure consistent service delivery
Escalate unresolved technical issues to development or infrastructure teams, providing clear documentation and context
Develop and maintain a thorough understanding of grants management process flows and application behavior
Use advanced tools, system logs, and documentation to identify root causes and recommend solutions or workarounds
Document solutions and contribute to the Help Desk knowledge base and training materials
Participate in quality assurance activities related to user-reported issues or system updates
Assist with compiling reports on Help Desk metrics, issue trends, and user feedback
Support ongoing improvement of Help Desk processes, tools, and user support strategies
Performs other duties as assigned
Qualification
Required
Bachelor's degree (four years of additional experience can substitute for degree)
Experience providing Tier 1 or Tier 2 Help Desk support information system environment
Minimum of 3 years of experience in a relevant domain area (e.g., IT support, customer service, systems operations, or technical support)
Demonstrated ability to handle complex issues independently and escalate appropriately
Strong customer service orientation and professional demeanor
Proven experience with troubleshooting enterprise applications, especially access control, system defects, and data integrity issues
Ability to work independently, prioritize tasks, and contribute to a collaborative team environment
Experience developing or updating technical documentation and support guides
Strong attention to detail, ability to follow procedures, and work both independently and as part of a team
Strong Microsoft Office 365 skills (Word, Excel, MS-Teams)
US Citizenship is required to obtain and maintain a Public Trust clearance
Preferred
Experience using a ticketing system such as Jira, ServiceNow, or Zendesk
Experience using technical directories, documentation, or virtual resources to troubleshoot issues
Familiarity with analyzing logs, browser developer tools, or system integration points to support technical troubleshooting
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